Support
topic on 3 shows · 6 statements across 5 episodes
Lenny's Podcast 
the Official SaaStr Podcast 
20VC
6 statements about Support, every show
Lemkin: Junior role elimination will spread to sales by 2027
“This is my big worry for 20, 27 is it happens. It's going to be true in sales. It's already true in support.”
Lemkin: Customer support has seen the highest hiring reductions in tech
“No category has been more decimated in hiring than support. No one's hiring. Like it's radically down.”
Lemkin: Customer support AI is a Trojan horse for horizontal workflows
“The super interesting thing about support is it becomes a Trojan horse to do everything else. Because when that's the main agent, if that is the main agent you're working with, you'll start using it for sales help or for research or for marketing or for other …”
Lemkin: 50% to 80% of Support Across Vendors Handled by AI
“Whatever vendor you look at, 50 to 80% of support is done by AI.”
Lemkin: Support will become a lead generation tool through AI convergence
“Support as these things converge. Marketers and sales folks don't think about support. It will become a lead generation tool for you. And it already is with our agents.”
Zhang: Product is the most chameleon role in tech organizations
“It actually encapsulates everything I believe about product, which is the product role is the most chameleon role out of all of the functions, which means at some point you're like, I need to lean into sales because Like that's actually how I can build the bes…”