For the past few years, we passed responsibility for customer support between different people in the company depending on who had time to dedicate to it. We’re a small team so this was a necessity if we wanted to ship all of the hardware and software that we do.
Our customer support worked overall. Based on what we saw, it was at least as good as our competitors, but that’s not what we want. We want to be clearly better at everything we do. We needed to stop passing responsibility around.
Starting this week, Edward takes on a new role, VP of Customer Success and Apollo becomes our Community Manager. Just to be clear, two of our four founders will be dedicated to Customer Success.
Here’s what you can look forward to:
- New procedures and automation in our email support system to make sure that tickets don’t fall through the cracks.
- More company presence in our forum
- More documentation
- More tutorials / tips / inside information being published
Wether you’re a customer or just an observer, we hope you’ll begin to see the results of this change in the next few weeks.