Big Changes at Vanishing Inc.
By Vanishing Inc. - Wednesday, January 27, 2021
A little more than a decade ago, Joshua Jay and Andi Gladwin set out to redefine the shopping experience for magicians. Beyond developing an online magic store, they wanted to advance the art of magic and build a sense of community akin to those that make brick & mortar magic stores so special. While this began as a simple passion project, Vanishing Inc. has since evolved into one of the largest online magic retailers and most trusted magic brands in the world.
Despite this tremendous growth, we have never lost sight of our commitment to honesty and transparency, as well as our foundational goal of helping every magician become the best version of themselves. This means we are constantly looking inward with a critical eye to identify the areas we can improve outside of our massive selection of magic tricks and playing cards.
In recent months, we’ve conducted a deep analysis of our customer service approach. This might be shocking to many of you since about 95% of the customer service feedback we receive is positive. Yet, the fact that 5% of you were dissatisfied continued to bother us. While our customer service has been great...we wanted to know how it could be even better.
Our goal is simple: provide the BEST possible customer service experience in the magic industry (or even outside of it)—no matter what! And that’s why we are thrilled to officially welcome you to the era of Vanishing Inc. Support Wizards.
The name Support Wizards has a double meaning since everyone on the team is both wizards of support AND in their everyday lives. That’s right, just like the rest of the Vanishing Inc. team, every Vanishing Inc. Support Wizard is a knowledgeable and friendly magician that understands your unique needs.
What Is Changing?
Support Wizards is more than just a name change. It’s a cultural shift.
Having an entire team staffed by magicians gives us a unique advantage over many other companies. From helping you find a lost package to figuring out a tricky gimmick or even just offering you a book recommendation or tips on how to stop your invisible thread from breaking, our Support Wizards are always here to help with anything you need.
We are the only magic company to offer 24/7 customer support, and now we’ve now also expanded our team of Support Wizards, modified internal systems, and designed strategic workflows to ensure your questions are handled more efficiently than ever. And this is just the start! We are going to continually evaluate and improve our processes as time goes on.
This also seems like a great time to remind you about our 100% satisfaction guarantee. Many other magic shops think we’re crazy for offering this policy. In the world of magic, the value lies in the secrets. This is why many magic shops are hesitant to accept returns, offer refunds or give store credit.
However, you’re more than just another customer to us. You’re members of our Vanishing Inc. family and we want you to be delighted with every purchase. This is why our refund and store credit policy is one of the most flexible in the industry. If you’re not happy with the product you received, reach out immediately. Our Support Wizards will do whatever it takes to find a solution.
Effectively supporting your unique needs requires more than just reacting to bad situations though. To achieve our ultimate mission of helping every magician get better, we must also take a proactive approach. As you’ve seen, we’ve recently introduced a variety of live streams, giveaways, and other helpful resources for learning magic tricks. Keep an eye out for more of these and other awesome surprises in the future!
When it comes to buying magic tricks, we know that there’s a seemingly endless amount of places for you to shop. So, whether you’re a seasoned professional or a beginner magician, Vanishing Inc. is honored that you’ve chosen to be part of our family.
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