With subscriptions now numbering over 30,000, the makers of WebinarJam have doubled-down on their commitment to their customers with their newest acquisition: Samuel Cooper, recently Game Support Manager for Blizzard Entertainment’s smash hit game, Hearthstone, has been brought on to lead Genesis Digital’s customer support division.
The world is turning increasingly to online Software as a Service platforms to do their business. It’s no longer enough for the application to work or even for it to be innovative. Users have to be empowered to use the applications innovatively.
SaaS is more than making a good product. It’s ensuring that customers can achieve great things with that product,” CEO Andy Jenkins explained.
An eight-year veteran of Blizzard, Cooper brings expertise and a skill set from the gaming industry, the pioneers of customer empowerment. His hiring shifts the paradigm from traditional customer support to fostering customer empowerment and success. This means a greater emphasis on in-product assistance, capturing critical customer-use telemetry to rapidly modify an application according to customer activity, as well as offering a broad line of concierge services to give customers a helping hand.