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Support

In: The Startup Players Handbook

Author

Listed:
  • Charles Edge
  • Chip Pearson
  • Amy Larson Pearson

Abstract

Support is who customers reach out to when they have problems. Customers rarely interact with developers, executives, accounting, or other teams in a company—and so they end up with this perception of the organization that is often based mostly on their interactions with our support team. And yet, the support team often ends up feeling like the pack mules of the adventuring party rather than the tanks that allow for forging into new territory. This is in part because we think of software developers as wizards and sellers get rewarded with large commissions as we expand. It’s also in part because in many organizations support is an entry point into the company and there’s a perception that we can always hire new people to support the product.

Suggested Citation

  • Charles Edge & Chip Pearson & Amy Larson Pearson, 2023. "Support," Springer Books, in: The Startup Players Handbook, chapter 0, pages 517-541, Springer.
    • Handle: RePEc:spr:sprchp:978-1-4842-9315-7_13
    DOI: 10.1007/978-1-4842-9315-7_13
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