Your guide to support & PLG
Why monday.com doubled down on CX to fuel their growth
👋 Hi, I’m Kyle from OpenView and welcome to my newsletter, Growth Unhinged. Every other week I take a closer look at what drives a SaaS company’s growth. Expect deep dive takes on product-led growth, pricing, benchmarks, and much more.
In a product-led growth (PLG) business, should we aspire to have *zero* customer support?1
My take: No!
Support plays a critical role in driving PLG. Just don’t fall in love with customer interactions; fall in love with learning from customer interactions to improve your PLG efforts.
Support is often the second team introduced at a PLG company after R&D. Support is the voice of your evolving brand and a major tool in predicting future conversion and expansion while combating churn. They're also a great team to test out the opportunity for more proactive GTM investments like sales and customer success, as Webflow and Zapier did.
I sat down with Ron Rafalovitch, Group Lead (EMEA) of Customer Experience at PLG giant monday.com, to investigate the role of suppo…
