Customer support is sometimes an afterthought for tech product companies, but it can be one of the most important parts of user experience. Mark and Adam discuss using support as a type of user interview; how to balance long-term product vision with listening to customers; and support reputations of companies like Zappos, IBM, and Comcast. Plus: the value of transparency vs why airlines conceal flight delays.

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Show notes


Safe mode
Zappos: Deliver WOW Through Service
Front
Zendesk
triage
IBM’s legendary customer service
First Republic
Speakeasy
Comcast cares
traceroute, line test
credit card authorization and capture
Flighty
Heroku incident reponse and status page
pager rotation
Oren Teich
ARPU, Google’s ARPU

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