Database School

Bootstrapping an email service provider (with Jesse Hanley)

Oct 14, 2024
Guest
Jesse Hanley
Jesse Hanley, founder of Bento, shares insights from running a lean email service provider in Japan. He discusses the innovative use of Discord for customer support, emphasizing its efficiency and community-driven feedback. Jesse dives into the challenges of scaling infrastructure, managing databases, and maintaining calm in a competitive landscape. He also explores the journey of bootstrapping Bento and highlights the importance of personal relationships in growing a business. A must-listen for aspiring entrepreneurs!
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INSIGHT

Community Observation Effect

  • The observation effect of a community platform like Discord improves customer behavior.
  • Customers are more polite and understanding than on email, where they're often rude.
ANECDOTE

Discord for Support

  • Jesse Hanley manages Bento's active Discord support mostly by himself.
  • He finds Discord calmer than email, with friendlier interactions and faster response times.
ANECDOTE

Blunt Europeans

  • European customers, especially Dutch ones, can be blunt, but the Discord community mitigates this.
  • Other users defend Bento, creating a more balanced feedback environment.
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