Kristin Aardsma from Basecamp on customer service:

They want our expertise, our consult. When I call our customers, they aren’t asking me Yes Or No questions — they are giving me their stories, their narratives. They want me to understand their daily workflows and needs so that I can consult and problem-solve with them. I want to help our customers succeed — hell, it’s in my own best interest that our customers succeed not just at using our product but at their business so that they can continue to pay us to use our product. Part of helping them succeed is hearing their stories.

The team at Basecamp continues to inspire. As I finish up this latest iteration of Subtext, I’m already thinking towards improving support. My original intentions were to build out some of the Intercom functionality…now I’m leaning more towards hiring an expert to help answer questions.