The Laravel Podcast Inside Laravel Customer Support with Feri Bartha
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Sep 8, 2025 Feri Bartha, Laravel’s Director of Customer Success and Support, discusses the pivotal role of customer support and success. He shares insights on building an effective support team, emphasizing proactive strategies and the integration of AI to enhance interactions while keeping a personal touch. Feri also highlights the Artisan Desk initiative at Laracon, showcasing how it creates valuable connections between engineers and attendees. Additionally, he explores the importance of documentation and knowledge sharing to elevate the support experience.
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From TradeShift To Leading Laravel Support
- Feri learned Laravel early via Andre while working at TradeShift and grew into roles spanning support, success, and professional services.
- Andre later invited Feri to lead Laravel's support and success teams after a long-standing connection.
Assess And Prioritize With A Maturity Matrix
- Use a maturity matrix across tooling, process, people, and strategy to assess support readiness and prioritize gaps.
- Build coverage, location strategy, and staffing to reduce ticket wait times from days to hours.
Coverage Trumps Raw Headcount
- Growing the team to cover all time zones and weekends transformed response SLAs from days to hours and restored community trust.
- Staffing strategy matters as much as headcount for consistent global coverage.