When you’re serving a diverse community of fans and their fandoms, you need talented, passionate people to step-up and be superheroes of customer service. Enter Loot Crate’s Customer Support team.
When a product isn’t the right size or if a person just has a question, good customer service is there to speak the language of the Looter and provide information and solutions. Loot Crate has a different approach to helping customers, we try to make it feel like you’re talking to a friend at the company, who loves the same stuff as you do and understands how disruptive it is when things aren’t as they should be. Especially when unboxings are a family experience or something you really really really look forward to every month.
I’ve always seen Loot Crate’s Customer Support team as promoting the interests of our Looters through assistance, taking to heart their ideas, wants, and needs, all to make sure that we are ultimately creating an overall experience that they will be happy to share with their friends. We are always a means of feedback, giving our Looters the ability to share their thoughts with us, but also be there as a means to share new ideas such as crate themes, franchises they may want to see added to the crate, or just general fandom conversation. There have been plenty of moments where we’ve had full conversations in “character,” referencing and quoting even the most obscure Firefly line and making the conversation more than just a Customer Support interaction.
The members of our team are not merely answering our Looters, but are working to go above and beyond when it comes to the issues at hand. Sometimes an unfortunate situation arises when a Looter writes in with an emergency, such as the loss of their home due to a fire. We’re able to give back to our Looters, even if it is just in small amounts.
We don’t do it for ourselves- we do it because we work for the Looters as we ourselves are Looters. When we hire new members to our team, we’re looking not just for the skills needed to answer our help center tickets or our live-chat, but we’re looking for people who are just as big of fans of pop culture, games, and entertainment as our Looters. Our team is comprised of people who know the lyrics to all of the animated Disney musicals from their childhood, have their own Back to the Future hoverboard, live for the rush of a WWE live event, and even worked to find potential landing sites for the 2020 Mars Rover.
The team is made of geeks, nerds, gamers, pet lovers, cosplayers, writers, singers, and endless other options that can round out the idea of fandom. I truly believe that is why our Customer Support team is more than “Customer Service.” We’re there to be counted on, a team filled with people to bond with over your fandom, and someone to make sure that Loot Crate learns and aspires to do better month after month.
In the end, we want our Looters (and non-Looters alike) who have to contact our Customer Support team to leave happy and with the answer they truly deserve. If we get that right, then we have truly done what we can to give them a “Crate” day.