When we first launched Plain and onboarded our early customers, our support strategy was simple: everyone in the company took ownership of support. This unstructured, whole-company support model allowed us to stay incredibly close to our customers – giving the entire team direct insight into their needs, pain points, and areas for improvement.
As we continued to grow, we realized that even this structured approach wasn’t enough. The demands on our team were increasing, we were taking on more enterprise customers, adding more channels and features, and we had tighter SLAs in place. We held our first ever support retro when it became clear that we needed to make improvements to how we do support at Plain.
