Markprompt reposted this
Co-Founder Markprompt (YC W24) | Maths @ Cambridge | AI Infrastructure for Customer Support
I was speaking to someone at a unicorn company who interacts with 200 customers in a week. This is more than what any product manager at the company speaks to in a year. That person is in support. Think about how much knowledge is lost by having support removed from product. When support reports to product, magic happens: support directly contributes to improving the product, incidentally leading to… less support!
The most important thing for any company is to take care of the customer! Support should be front and center not some back office thing
Absolutely, it's a good idea for all levels to get exposure to the client and how they use the product. I actively encourage my engineers to sit in on customer conversations with our support folk.
How important is support? Some people I know call the 800 number on the package in the store (if the item is more than, say $200). If they can't reach a human, they won't even buy the product in the first place.
Totally agree
Let me take a guess - Parker Conrad? His profile says “customer support“
Great point Michael, very insightful.
Wisdom.
Co-founder & CEO of Pandora's Way | 5x Founder | Social Change | Educator | Spanish Tortilla Connoisseur
2moThat is SO true Michael F.!! In my first company we all did support, and even after growing it was super important that C-level to new hires kept doing a bit of it every week. Obviously not everyone is qualified to reply to tickets, but at the very least, going down to the trenches for observation is super important. It's humbling but the insights you get are golden, and the satisfaction of helping someone in trouble is unparalleled.