Humans are expensive. After your company is sophisticated enough to measure "cost per ticket" that number is going to *astound* you.
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But how to measure “cost of having bad support because we outsourced it to whoknowswhere”…?
End of conversation
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Yeah people ask me why
@CompliceGoals doesn't have a free version and I'm like "because then I'd spend so much time on people spending $0"Thanks. Twitter will use this to make your timeline better. UndoUndo
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No doubt. Have built >dozen vending machine-like SaaS. Have precluded myself from more interesting projects due to customer support scaling.
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People also underestimate the opportunity for support to upsell and cross-sell customers in a value-added way.
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unless offset by value of custdev, support is a huge (opportunity) cost for small orgs laying groundwork - scale not necessary
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People underestimate the value of support (revenue expansion and protection) delivered at scale.
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meh. we do devops now, so there's like zero support.
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This is true
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