4min snip

PRODUCTEA with Leah, Growth & Senior Leadership cover image

67: Laura Schaffer: Layering self-serve into a Sales-led gig at Amplitude

PRODUCTEA with Leah, Growth & Senior Leadership

NOTE

Analyzing the role of user support in product-led growth companies

User support in product-led growth companies plays a critical role in helping customers overcome hurdles and providing timely assistance. The focus is on getting users past obstacles and understanding where they get stuck to enhance the overall experience. Companies aim to provide immediate solutions and make information easily accessible to users through documents, AI bots, or proactive support. Support is viewed as essential because products are never free from bugs or complexities, and companies should continuously strive to bridge any gaps in the user experience. While some users may enjoy complaining, most prefer a seamless experience without obstacles. Thus, the goal of support teams is to identify and eliminate friction points to ensure a smooth user journey in a self-serve environment. Additionally, in cases where users show complex needs, engaging the human element through sales support can be beneficial to address their requirements effectively.

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