Vox Populi: An Introduction to Our Support Mindset
Hey there, my name is Kev!
I’m a Customer Support Engineer at Exodus and a friendly Floridian who will be your guide through this post.
Welcome to Exodus.
Created with love, Exodus is the first desktop multi-asset wallet with a built-in exchange powered by ShapeShift. Exodus gives you full control over your private keys so you don’t have to trust a third-party, all while wrapped in beautiful and personalized design.
Exodus strives to become the industry standard when it comes to user experience. We do that by adding new assets, producing a seamless exchange experience for users, making it easy to claim legitimate forked coins, designing a pleasant-looking and effective user interface, including Segwit transactions cough.
Okay, we know there is still a lot of work for us to do and we hear you. Our development team grinds tirelessly to bring you the new updates and features for the product you love. While not everything suggested is added into Exodus, we always look at every single submission you send to us!
In fact, just last December alone we talked to over 20,881 of you and listened to your problems, suggestions, offers, compliments, and well-wishes.
We resolved 63% of our conversations on the first reply and sent over 32,330 replies back to you, all in one month.
Seeing how you respond to our hard work is the best reward we could ever ask for.
Sharing our passion for blockchain assets to the world motivates us. Through software and education, we’re building a future for free people unshackled by the current financial system.
Letting a user down? Ha!
Our international team works 24/7 to get to your tickets, never stopping until we can find a resolution to the problem at hand. You give us the strength and support to push through!
So why do we do all this? Why push so hard? That’s a pretty good question.
I think I can speak on behalf of my team here that your human connection keeps us going.
We’re human too; we feel your frustrations, we empathize with your sorrows, and we cheer on your successes.
Replies like this don’t hurt either :D
Kevin was amazing — Really fast to respond, helpful and understanding. I was quite panicked about losing 1Bitcoin but he handled everything incredibly well. This is some of the best support I have ever had from a company. Will highly recommend you Give Kevin a raise ;-) Thanks Jim
With round-the-clock training for all our support engineers, we want to ensure that you have the best support experience in the industry. We believe the highest standard is the only standard. Because of this, any feedback on how we can get even better is extremely appreciated!
Perhaps if we keep our philosophy of high standards going, Exodus can go multi-planetary someday. Thoughts, SpaceX?
Words cannot express how much gratitude we have for you believing in us, Tai.
And that same exact sentiment goes out to all of you too.
Sure, right now some people may think we are just a desktop wallet; however, they fail to see that Exodus is also an experience to make crypto effortless, all backed by an incredible support team.
As I write all this, I’m reminded of something I have seen in the past:
“While we cannot go back to change our beginning, with hard work and perseverance, we can start now and create a brand-new ending.”
Ultimately, we want to shift the balance of power in controlling financial assets back to you, the people. Gone will be the days when bankers and brokers force you to give up your identity to participate in the institutional financial system. We’re creating a movement to depart from that legacy system and allowing future generations to finally reclaim their wealth.
Without you, we wouldn’t be here anymore.
Thank you.
Please reserve the Medium comments section for lively and honest discussion about the article! If you have technical issues with Exodus, our Community Support team will be happy to speedily assist you if you send a descriptive email to: support@exodus.io
