Customer Service — Reborn
We've been at this now for almost 19 years, and through all of the struggles and crises and triumphs I like to think that we've gained a decent bit of wisdom when it comes to running a business. A big part of that is constantly looking back and being clear-eyed about how we've been operating and whether or not to change things moving forward (see the new UX and subscription changes, for instance).
We don't regret much over these years (our Dragonball CCG tutorial is still best in class, despite the hairstyles), but one thing really does stick out—our approach to customer service has, frankly, been pretty terrible.
Through a combination of policy, personnel, ignorance, and immaturity, we let down a lot of customers. That should never have been acceptable, and a few months ago we made significant changes to make sure it never happens again.
We're posting this blog because many of you have had interactions with us via customer service, or watched them play out publicly. We want you to know that, moving forward, these kinds of interactions will bring the level of care and attention that you expect from Covenant.
So please, if you ever need any help, don't hesitate to reach out. We guarantee that you'll feel the difference (if you haven't already).
-Steven