REWORK Support is a Feature
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Jan 22, 2025 Chase Clemons, Head of Customer Support at 37signals, shares his insights on revolutionizing customer support into a core product feature. He emphasizes that great support enhances customer experience rather than being just a cost center. The conversation covers exceptional training methods using case studies and the importance of empowering teams with autonomy. Clemons also discusses the delicate balance between AI and human touch in customer interactions, highlighting the need for genuine communication to build trust and foster customer loyalty.
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Support as a Feature
- Many companies view support as a cost center, but 37signals views it as a feature.
- This means prioritizing customer experience and leveraging the team's extensive combined experience.
Lawnmower Story
- Chase Clemons bought a lawnmower from a local shop instead of a big box store.
- The personalized service, including delivery and later servicing, impressed him.
Support Training
- Train support teams with case studies of successful and unsuccessful customer interactions.
- Hands-on, one-to-one training is crucial for passing on experience.
