How we do customer support at our open source devtool company

PostHog prioritizes a direct feedback loop between customers and product developers by having engineers, including the CTO, handle customer support in rotating one-week cycles. This approach minimizes the need for extensive help documentation by focusing on product improvement and simplicity, allowing engineers to directly address user queries through platforms like Papercups, Slack, and email. The open-source nature of their tools aligns with PostHog's business philosophy and facilitates rapid problem-solving through community contributions. The company eschews traditional support structures like chatbots and ticket queues, promoting a culture where any team member can address customer issues regardless of official roles. Although this model might be challenging for companies with established support systems to adopt, PostHog believes it is effective for devtool companies starting from scratch. Despite some minor adjustments, such as focusing on Slack earlier, PostHog is largely satisfied with this evolved support strategy.

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