There’s no doubt about it - customer support can really make or break a SaaS product - and for many products, especially in competitive markets, it’s the differentiator - the feature they are most proud of.

I talked about support a lot in the last post, and actually named kickass customer support as one of the three key factors in our growth over the last five years. We got a lot of feedback on the last post and a lot of people wanting to know more about our support structure - so here goes.