All-hands support — an approach where everyone in a company does customer support to some extent — has been a widely discussed topic lately. The idea is not new. A lot of big companies, like Basecamp, Stripe, Slack and even us, have been advocating this for quite some time.
But is it really that beneficial as they make it out to be?
Two years ago in the very first post of this customer support series of articles – “Amazing customer support defined” – I have put “WOW moment” as the top priority for a great customer support interaction.