I love everything else about Gitlab yet I am having a less than stellar time with Gitlab support.
Is it because for most companies the perception is that if someone needs support they are already more likely to be a bad / lost customer anyway so don't put too much effort into it?
> Is it because for most companies the perception is that if someone needs support they are already more likely to be a bad / lost customer anyway so don't put too much effort into it?
This is definitely not the case. Support is an opportunity to win a customer for life because it's a make or break moment during the customer experience.
At GitLab I realized that we need to build specialized support groups with specific focuses: On-prem and Services.
I'm currently on-boarding a Services Support Manager this week who's focus will be improving the Services support experience. Your comments here echo that it was the right choice to continue investing in our support as it's not where it needs to be.
To loop this back to Coinbase the thing to realize is traditionally companies treat support as a cost of doing business not a revenue generating asset.
In the tech support industry rule of thumb is 18 months until burnout. 18 months until someone leaves your support team on average. I'm sure coinbases turnover is somewhere around that or less with a 5 month backlog.
At GitLab we are trying to buck that industry trend, but we are still in the early stages. Time will tell.
We absolutely want to help every customer have a good experience. When we fail at that we want to do everything possible to turn it around. I look forward to helping you.