Jake Setterlun argues that great support can't save a product with poor usability. Even world-class support teams fail when customers struggle to adopt the product or hit friction. What actually drives retention is making the product easy to use, delivering quality, and unlocking new features around billing cycles.
The one biggest thing that impacts the customer experience journey and the customer's success with somebody's product not so much has to do with the actual communication with support and, you know, everything like that. At the end of the day, it's going to be how easy is it for a customer to pick up and use your product and how quality of a product is that specific thing. I see a lot of companies, and we had it for the longest time, where we had the best support in the world, the best people having really good conversations with customers, and customers were still complaints because customers were still bitching. As much as the product, the physical product was good, it was the clients' and the customers' user experience with the product that was bad. Every week you could actually, or every month, whatever you want to do, unlock these new things inside of the platform for them. Every time they pay, give them something new, or a week before they, they pay, give them something new. It's going to help a user adapt your system, adapt, um, everything that you have going on, because that's going to help again somebody stick. But then the user experience is going to reduce any friction of them actually getting in and using and adopting your platform, because at the end of the day That is really what's gonna impact the customer experience.
