54 // Support

Customer support is sometimes an afterthought for tech product companies, but it can be one of the most important parts of user experience. Mark and Adam discuss using support as a type of user interview; how to balance long-term product vision with listening to customers; and support reputations of companies like Zappos, IBM, and Comcast. Plus: the value of transparency vs why airlines conceal flight delays. Discuss this episode in the Muse community Follow @MuseAppHQ on Twitter Show notes Safe mode Zappos: Deliver WOW Through Service Front Zendesk triage IBM’s legendary customer service First Republic Speakeasy Comcast cares traceroute, line test credit card authorization and capture Flighty Heroku incident reponse and status page pager rotation Oren Teich ARPU, Google’s ARPU