Category: Thoughts on Support

Expert customer support help by people who love people.

Lessons from Saddleback: Just be nice!

One of my favorite stories of customer care is Saddleback Leather‘s entire freaking website. What a gem! Take a few minutes to read their warranty page and you can see why I’m so in love with their style: All of our products are fully warranted against all defects in materials and workmanship for 100 years.…
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November 8, 2013 0

Scaling Support: When & How

The lifecycle of app development is pretty standard: you come up with an idea, hire a designer, hire some programmers, then you take it to market. Customer support is very rarely part of this equation from the beginning. Support is almost always an afterthought, and only becomes a priority when you’re suddenly drowning in support…
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November 6, 2013 0

Prioritizing Your Inbox

Starting the day with a messy inbox is every entrepreneur’s nightmare. Learning how to prioritize your customer support requests will not only make you more organized, it will also make you a better product manager. When you know what customers are asking of you and requesting of your app, you’ll automatically prioritize new features and…
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May 23, 2013 0