customer support
4 statements across 4 episodes · 3 bullish · 1 bearish · 2 people on the record · first statement Jun 23, 2020 by Rob Walling · across every show →
Everything said about customer support, oldest first
Jun 23, 2020 positive
Walling: Early-stage founders should spend up to 90 minutes on support tickets
“What becomes completely not scalable later is spending 60 to 90 minutes on a support ticket. But in the early days, I remember us doing it as well. I've done it with multiple products where I'm going above and beyond because you're scraping and clawing, not on…”
Jul 27, 2021 positive
A dedicated customer support role should usually be a founder's first hire
“And that's usually the first thing I recommend people hire for. It's usually not outsourced, but it's just hire for is that support role, even though yes, as the founder, you can probably give better support in the early days, but as it becomes repetitive, I f…”
Feb 25, 2025 positive
Walling: Second Hire In Product-Led Startups Is Almost Always Customer Support
“Your second hire in product-led is almost always customer support, because you will be a higher volume, probably a higher volume app with a lot of customers, and so you're going to have a lot of emails and live chat if you offer it.”