Why ‘all hands’ customer support makes zero sense
Jan29
In the software world and perhaps beyond, it has become increasingly popular to implement an “all hands” approach to customer support. The thinking goes that if everyone on a team spends some time at the support desk engaging with customers and solving their problems they will better understand how the customer uses the product and what they’re actually trying to accomplish. Customer empathy and will increase and team members will go about their actual role in a more customer-centric way. Engineers will engineer with the customer in mind because they’ve interacted with them. Marketers will market to the customer more…
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