Ben Congleton, cofounder of Olark, shares the story of what happened when Olark hired a dedicated support person and stopped talking to customers directly.

  • Decisions were being made without understanding and insight from their customers.
  • Engineering was not addressing the issues that generated support requests.

To address this, Olark had everyone in the company talk to customers by doing support. After talking with customers regularly, the team had a much better understanding of customers and the product. This led to engineers fixing small customer pains that made a huge difference to the product. Ultimately, the shared experiences of talking with customers created a strong culture of customer service across the entire team.