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I find it outstanding that they have 5m users and only 5 support staff!. I would love to know how they manage that.
by mcdowall 16y ago
I find it outstanding that they have 5m users and only 5 support staff!. I would love to know how they manage that.
- jasonfried 16y agoSimple products mean less support requirements. Although, we're going to be growing the support team so we can reduce the ticket load per person and create more time for other support-related writing/design projects.
- lukifer 16y agoI would presume they use the same technique that Brent Simmons suggests: treat customer support as an engineering constraint, and design solutions to minimize common support problems. The quick feedback loop of the web makes it much more possible than in other industries.