From Brennan Dunn:
When most of us think of customer support, we think something bad happened. The app broke or I can’t figure something out. But I think supporting customers is much more than just helping them overcome roadblocks. Supporting means helping their business succeed as a result of you being in the picture. This can mean offering your customers helpful resources that don’t describe the how’s, but the why’s.
Most support teams are always in reactive mode. Something breaks, you fix it, and the customer continues on with using your app. But amazing customer support can be so much more than that. I love this from Brennan:
“Supporting means helping their business succeed as a result of you being in the picture. “