EPISODE · Jan 22, 2025 · 20 MIN
Support is a Feature
from REWORK · host 37signals
Customer support is more than just a department — it’s a core feature of any great product. In this episode of The REWORK Podcast, Kimberly Rhodes chats with Chase Clemons, Head of Customer Support at 37signals, about the company's view of support as a product feature. They discuss 37signals' approach to helping customers, the value of ongoing training, and how AI can fit into support strategy without sacrificing the personal connection. Key Takeaways: 00:37 – Chase Clemons, Head of Support at 37signals 02:12 – Customer Support is a feature, not a cost center. 04:09 – Support should focus on the customer experience 06:36 – Using case studies to train your support team 07:49 – Team members are trusted to use good judgment 09:58 – Maintaining a friendly, conversational tone with customers 11:27 – Measuring success in Customer Support 14:12 – AI vs. the human element in Support 17:25 – Encourage customers to reach out Links and Resources: Books by 37signals 30-day free trial of HEY Sign up for a 30-day free trial at Basecamp.com HEY World | HEY The REWORK podcast The Rework Podcast on YouTube The 37signals Dev Blog 37signals on YouTube @37signals on X
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Customer support is more than just a department — it’s a core feature of any great product. In this episode of The REWORK Podcast, Kimberly Rhodes chats with Chase Clemons, Head of Customer Support at 37signals, about the company's view of support as a product feature. They discuss 37signals' approach to helping customers, the value of ongoing training, and how AI can fit into support strategy without sacrificing the personal connection. Key Takeaways: 00:37 – Chase Clemons, Head of Support a...
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Support is a Feature
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