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cover of episode Support is a Feature

Support is a Feature

2025/1/22
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REWORK
AI Deep Dive AI Chapters Transcript
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C
Chase Clemons
K
Kimberly Rhodes
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Chase Clemons：我认为许多公司将客户支持视为成本中心，试图最大限度地降低成本。然而，我们37signals则将客户支持视为产品核心功能的一部分。购买我们的产品，就意味着获得我们专业的支持团队。我们团队拥有丰富的经验，可以为客户提供专业的支持，解决各种问题。我们通过案例研究来培训支持团队，让他们学习成功的和失败的案例，并从中吸取经验教训。我们鼓励员工独立判断并做出决策，并庆祝他们的成功。我们允许新员工犯错，并鼓励他们向其他同事寻求帮助。我们鼓励支持团队以友好、轻松的语气与客户交流，避免使用企业化术语。我们关注首次回复时间，并根据客户满意度来衡量团队的成功，而不是仅仅关注回复速度。我们认为AI只是辅助工具，不能完全取代人工支持，尤其是在需要深入理解客户需求和提供个性化解决方案的情况下。我们鼓励客户积极联系我们，让他们体验到我们可靠、快速且专业的支持服务，从而让他们相信客户支持是产品的重要组成部分。对于小型企业主来说，亲自参与客户支持工作非常重要，这有助于更好地了解业务状况并与客户建立联系。 Kimberly Rhodes：我同意将客户支持视为产品功能非常重要。在客户支持中，以真实的人格与客户交流很重要。

Deep Dive

Chapters
This chapter explores 37signals' philosophy of viewing customer support as a product feature, not a cost center. It contrasts this approach with traditional cost-cutting methods and highlights the value of experienced support staff as a key differentiator.
  • 37signals views customer support as a core product feature, not a cost center.
  • Their support team has a combined experience of 50-60 years.
  • They leverage time zones to provide 24-hour support coverage.

Shownotes Transcript

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:

  • Books by 37signals)
  • 30-day free trial of HEY)
  • Sign up for a 30-day free trial at Basecamp.com)
  • HEY World | HEY)
  • The REWORK podcast)
  • The Rework Podcast on YouTube)
  • The 37signals Dev Blog)
  • 37signals on YouTube)
  • @37signals on X)