Offensive Support

I’d like to talk to anyone who’ll listen about the dangers of only handling support from a defensive stand point (that is, being reactive to your users and any issues that arise from your code or service).

The defense-only method will leave you scrambling and spending extra time responding to customer problems. Having a pro-active (offensive) approach is a crucial and overlooked component.

By anticipating the needs of your users and providing solutions ahead of time you can reduce customer support requests and spend more time developing your awesome product.