Getting the customer experience right has never been an easy thing in the innovation business, especially when you double in size every four years as we have done since 1997. It’s not just that the support issues get more complex as technology intertwines itself into every aspect of business, it’s also a simple question of scale.
Ten years ago I was able to literally man the support desk on my own if it were necessary, today I don’t even have the time to meet not
to mention interview the people that we need for that position.
All the more reason then to make engineering a software support system a core part of our business. Kinzy Janssen wrote a formidably strong post on how we do just that.
Please check it out and please also remember to email me at email@example.com with suggestions on how we can make it better.