How to transition from customer “support” to customer “success”
Kaegan Donnelly
847

When we first launched SiteSwan, we didn’t even think twice about what the user experience would be after sign up. We manually answered each and every question. Now, after gathering data about what questions come up most, we’re embedding short videos in the user’s dashboard to answer the questions before they’re even asked. Result: huge drop in support questions. Also: I know you mention removing cancellation functionality, which I have some thoughts on, but any thoughts on making the “contact support” link less obvious?

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