Support

Charles Edge, Chip Pearson and Amy Larson Pearson

Chapter Chapter 13 in The Startup Players Handbook, 2023, pp 517-541 from Springer

Abstract: Abstract Support is who customers reach out to when they have problems. Customers rarely interact with developers, executives, accounting, or other teams in a company—and so they end up with this perception of the organization that is often based mostly on their interactions with our support team. And yet, the support team often ends up feeling like the pack mules of the adventuring party rather than the tanks that allow for forging into new territory. This is in part because we think of software developers as wizards and sellers get rewarded with large commissions as we expand. It’s also in part because in many organizations support is an entry point into the company and there’s a perception that we can always hire new people to support the product.

Date: 2023
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DOI: 10.1007/978-1-4842-9315-7_13

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