Support is a Feature

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