54 // Support

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