User-Centered support strategy Steve Bujouves - Ex VP support freshbooks

So one looking at your support experience a bit more end to end to figure out like, hey, as an actual user and not as pretending to go through it, but as an actual user that is using the product and then has an issue with and needs to get help, what is, what is the feeling of that? Do you feel like, hey, I was able to solve my problem relatively quickly, I was able to do this in a painless way and then where you don't have that, like really to understand why and then to try to address those things. So I would say like really scrutinizing what that support experience looks like is like fundamental but in a way that is not coming from just like, you know, a high level, good enough type thing. But to really understand what that looks like, build a team that wants to be there. So a team that has a culture of like, yeah, my voice matters, I look around, I see other people on my team and I'm inspired by them.