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Support scales linearly only if you don’t do anything to work smarter. Maybe your product sucks so much that every customer needs to interact with support to ge
by op00to 6y ago
Support scales linearly only if you don’t do anything to work smarter. Maybe your product sucks so much that every customer needs to interact with support to get things to work. Maybe you don’t have the right resources for customers to self solve. Hiring your way out of a support problem rarely ends well.
- causality0 6y agoFunny thing is, support scales nonlinearly only while you're fixing those problems. At both ends of the spectrum it goes linear again. If you've done nothing it's linear, and after you've done everything possible it's also linear. Google is convinced the number of required personnel is zero and in any situation it isn't zero it isn't their problem.