Support is a Feature

This interview podcast features Kimberly Rhodes interviewing Chase Clemons, Head of Support at 37signals, about the company's approach to customer support. The conversation explores 37signals' philosophy of treating support as a product feature, emphasizing the value of experienced support staff and their role in customer success. Clemons details the structure of their 24/7 support team, leveraging global time zones, and their training methods, which focus on practical case studies and developing good judgment in support agents. He contrasts this approach with the cost-cutting measures often employed by other companies, highlighting the benefits of a highly skilled and readily available support team. The discussion also touches upon the appropriate use of AI in support, emphasizing the need for human interaction to address complex customer issues and the importance of building trust through responsive and helpful service.