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REWORK
Support is a Feature
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.
20:43
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Quick takeaways
- Viewing customer support as a core product feature enhances customer experience and fosters a sense of community around the brand.
- Effective onboarding and ongoing training empower support teams to provide personalized assistance, driving customer loyalty and positive referrals.
Deep dives
Support as an Integral Feature
Customer support is often seen as a cost center, but for many companies, it should be viewed as a valuable feature of the product. By treating support as an integral part of their offering, companies can provide customers with access to a knowledgeable team that understands their specific needs and challenges. For example, at Basecamp, the support team, which has decades of collective experience, can offer tailored solutions based on their familiarity with various industries. This approach creates a more personalized experience, making customers feel as though they are not just purchasing a product, but also gaining access to a community of experts ready to assist them.
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Discover
highlights
Listen to the best highlights from the podcasts you love and dive into the full episode