Customer support is more than just a department — it’s a core feature of any great product. In this episode of The REWORK Podcast, Kimberly Rhodes chats with Chase Clemons, Head of Customer Support at 37signals, about the company's view of support as a product feature. They discuss 37signals' approach to helping customers, the value of ongoing training, and how AI can fit into support strategy without sacrificing the personal connection.

Key Takeaways:

00:37 – Chase Clemons, Head of Support at 37signals
02:12 – Customer Support is a feature, not a cost center.
04:09 – Support should focus on the customer experience
06:36 – Using case studies to train your support team
07:49 – Team members are trusted to use good judgment
09:58 – Maintaining a friendly, conversational tone with customers
11:27 – Measuring success in Customer Support
14:12 – AI vs. the human element in Support
17:25 – Encourage customers to reach out

Links and Resources:

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