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0 pointsthrowawaysleep2mo ago0 comments

Eh, I can see support simply not being worth any real effort, i.e. having nobody working on it full time.

I worked for a unicorn tech company where they determined that anyone with under 50,000 ARR was too unsophisticated to be worth offering support. Their emails were sent straight to the bin until they quit. The support queue was entirely for their psychological support/to buy a few months of extra revenue.

It didn't matter what their problems were. Supporting smaller people simply wasn't worth the effort statistically.

> I think it's possible for Anthropic to make the kind of experience that delights customers. Service that feels magical. Claude is such an incredible breakthrough, and I would be very interested in seeing what Anthropic can do with Claude let loose.

Are there enough people who need support that it matters?

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pixl972mo ago

>I worked for a unicorn tech company where they determined that anyone with under 50,000 ARR was too unsophisticated to be worth offering support.

In companies where your average ARR is 500k+ and large customers are in the millions, it may not be a bad strategy.

'Good' support agents may be cheaper than programmers, but not by that much. The issues small clients have can quite often be as complicated as and eat up as much time as your larger clients depending on what the industry is.

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