Support

In a company’s early days as a lean, mean, business machine, it’s fairly easy for leadership to stay in sync with their users. You might say it’s one of the strongest advantages a startup has.

Support teams face a constant temptation to make promises to keep customers happy. That’s not practical when your product is constantly changing and evolving. How else can you keep customers happy and informed?

In your startup’s early days there are two inputs connecting customers to your brand: the product experience and the support experience.

Treat your customers poorly or fail to educate them on how to use all the great features your product offers, and they won’t stick around for long.

As a Support Pro at Basecamp, Chase Clemons has learned a few things about improving the customer experience, and he’s eager to share them.

Broadly speaking you can solve customer problems two ways. You can solve them directly with customer support or try and get to the root cause by building or improving a product.

Sarah Hatter discusses how the world of customer support is evolving, why great support improves product, how to scale an empathetic support culture, and much more.

Through his detailed and witty teardowns of the new user flow of popular products like Instagram, Netflix and Snapchat, at…