How the engineers building Statsig solve hundreds of customer problems a week

Statsig promotes a unique approach to customer support by allowing users to engage directly with the team members responsible for product development through their Community Slack workspace, where nearly 5,000 members can ask questions at any time. The company leverages AI, specifically a tool called Scout, to provide quick and contextually informed responses based on past interactions, though human intervention is often necessary for complex inquiries. To manage support requests efficiently, Statsig uses Unthread and an internal categorization tool to ensure questions are directed to the appropriate team members, facilitating rapid issue resolution and bug identification. This interaction model not only enhances customer satisfaction but also involves a weekly celebration, hosted by Account Manager Ben, where top-engaged engineers are recognized and rewarded. Statsig's strategy underscores their commitment to maintaining a supportive and engaging user community that encourages experimentation and collaboration.