Great feedback on feedback. I'm a Beeminder customer and I can confirm that supp... | Hacker News

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fourgone on Aug 4, 2013 | parent | context | favorite | on: Beehind the Curtain: Secrets of our Support Succes...

Great feedback on feedback. I'm a Beeminder customer and I can confirm that support really does run the way the author describes.

My general rule on contacting customer support: Don't.

Perhaps like Joel's Rules for software companies, there should be some kind of customer service certification. Oh well, I can dream, can't I?

See also: http://xkcd.com/806/

dreeves on Aug 4, 2013 [–]

Ha, yeah, that's the biggest secret to amazing customer support, for as long as you can handle it: have the founders do it.

We have a few non-founders helping us with support but they're quick to say "let me pull in the hackers/founders on this".

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