In the Spotlight / Inside Marvel

Starting at Marvel When I started as a support agent at Marvel, I had no plans of becoming a developer. I had recently finished design school and was looking for an interesting day job where I could do some freelancing on the side. Not only did I find an interesting job, but I found one where I was surrounded by… Read More ￫

Get to know the people behind Marvel and the importance of being customer-centric in today’s world.

How the diversity of thought has led to a better outcome for Marvel and the reasons behind our changes.

You might have noticed that your emails are getting answered around the clock! This is because we have expanded our team to cover all timezones. If you read our Support Team Journey, you’ll have heard about our new remote global team. As our user base has expanded globally, it’s been on our radar to make the necessary changes so we’re… Read More ￫

Support is at the very heart of Marvel. We’re the pulse that can be checked with every business decision and the gateway to creating a great product. If you were to look at our team today you’d see a full team, with iterative processes, measurable objectives and key results. A team with goals and the resources to focus and achieve… Read More ￫

Digital products have come a long way and so many teams are more agile than ever before. With continuous delivery, quick turnarounds and back-to-back release dates, running into production bugs every now and then is natural. At Marvel we, the support team, have developed a fool proof bug reporting method to help you squash those bugs in double time. ????????… Read More ￫

Using tools can be confusing, frustrating and [fill in the blank]! However, when it comes to using Marvel, you’ll always have a helping hand. Our customer team are always on hand to answer any questions or help solve any problems you might have. Whether it’s experiencing a bug or just figuring out how something works, we’re super dedicated to our… Read More ￫

We are laser focused on changing how design is done, by making it more inclusive, collaborative and productive. Marvel is used by millions of people with ever varying use cases, from design, to sales, to development – and it’s our goal to keep our platform versatile and scalable. So read on to get the full recap on how Marvel has evolved… Read More ￫

The Rise of the Emoji It all began long ago with facial expressions made out of punctuation – labelled emoticons: : – ) : – ( ; – ) 8 – D The first emojis that resemble our beloved of today were created by a Japanese artist in 1999 and were officially ‘born’ into mainstream social media culture in 2011… Read More ￫

As a Support team, we aim for an ambitious average First Response Time (FRT) target of under 3 hours and a C-Sat happiness rating of 90% or above. Whilst these metrics are used to track how well we do as a Support team, we cover much more ground for our customers beyond just responding in a timely and friendly manner…. Read More ￫

You might have noticed a small change in our first response messages to your emails – you guessed it. We’re now experimenting with using a bot. Not to worry though, the SupportBot is more of a helping hand than a replacement to your friendly support team. Our team is currently based in the UK whilst the majority of our customers… Read More ￫

As a support team we love hearing from our users how new features could help speed up their processes. Plus, it means we get to see first hand how Marvel users can help influence and shape the platform. Feedback and feature requests are essential to deciding the next steps we take at Marvel and often work their way into our… Read More ￫