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I love this talk by Kevin Hale about their all hands support at Wufoo. https://www.youtube.com/watch?v=fAnl8ZGHVXU https://www.youtube.com/watch?v=fAnl8ZGHVXU (
by sunir 13y ago
I love this talk by Kevin Hale about their all hands support at Wufoo. https://www.youtube.com/watch?v=fAnl8ZGHVXU https://www.youtube.com/watch?v=fAnl8ZGHVXU (alternate. https://www.youtube.com/watch?v=wYIH2qTizUU https://www.youtube.com/watch?v=wYIH2qTizUU)
The most interesting thing is that they gave every engineer time to fix the $#@! they heard on support. 30% of their effort was on internal tools.
Disclaimers. I also work at Olark. I also think Kevin Hale is (almost) perfect.
- emilsundberg 13y agoI love the talk. It's too sad to see Wufoo these days. All their great ideas about support disappeared after selling it to SurveyMonkey.