I love this talk by Kevin Hale about their all hands support at Wufoo. https://w...

		sunir on April 16, 2014 \| parent \| context \| favorite \| on: Why We Do All-Hands Support at Olark I love this talk by Kevin Hale about their all hands support at Wufoo. https://www.youtube.com/watch?v=fAnl8ZGHVXU (alternate. https://www.youtube.com/watch?v=wYIH2qTizUU) The most interesting thing is that they gave every engineer time to fix the $#@! they heard on support. 30% of their effort was on internal tools. Disclaimers. I also work at Olark. I also think Kevin Hale is (almost) perfect.

I love the talk. It's too sad to see Wufoo these days. All their great ideas about support disappeared after selling it to SurveyMonkey.