Improving customer support on PostHog.com

[corywatilo]

We have a lot of ways customers can contact us to get help - it might even lean on the side of too many options.

Ideally we want the community to be self-sustaining, meaning customers can help support each other – hence the push to get customers to ask questions at posthog.com/questions rather than creating support tickets.

We've seen solid adoption with customers asking questions, though we don't see resolutions to every question. There are multiple factors involved:

1. Workflow is suboptimal for Support Heros
2. The ideal person to answer the question never sees the thread
3. Support Hero switches every week, and the new Hero doesn't always catch open threads from the previous week

I'm personally taking on improving the support experience, both for our customers and for our team.

My personal 3-step plan for customer support success lies as follows:

1. Short-term: Build a better experience for both question asker and question answerer on PostHog.com
   This is largely what this thread is about
2. Mid-term: help add context where support agents are
   This involves tools like Sidecar that help improve a Support Hero's experience, no matter where they're engaging a customer
3. Longer-term: A support app within PostHog
   Not in scope here, but my ultimate game plan...

Nailing Squeak!

We now have a project board that roughly stack ranks and categorizes things that can be improved in the question asking/answering experience. If we nail this experience, it should ultimately lead to better engagement, especially with the PostHog core team, meaning customers will get answers faster, thus improving the cycle.

The Website & Docs team will be spending this quarter the foreseeable future largely nailing the experience of using Squeak!. We'll be using this project board to track our progress and priorities.

Note: Not every item in the board is a bonafide issue, but there is a lot of detail I've added to drafts (items in gray).

I've only assigned items where I know who's already working on/planning to work on them. Once something is either on the to-do list for the week, or in progress, please update the board to either To-do or In progress and assign accordingly. If an item is a draft, feel free to convert into an issue if you want to reference in sprint planning.