At Zapier, all hands support means that every person on the team, regardless of job title, spends some portion of their day solving problems for customers. This approach has been adopted by many fast-growing companies, including Stripe, StatusPage.io, Olark, and Basecamp. These companies have found that effective all hands support focuses on making life better for customers, leading to benefits such as improved customer service, a team learning directly from customers, faster and easier support, the whole product being touched by the team, support getting the respect it deserves, and a culture built around empathy. However, setting up all hands support also comes with challenges, including hiring difficulties, wear and tear on staff, leaving people out of the loop, time and monetary investment, and potential poor customer experiences if not executed properly. To set up all hands support, companies need to experiment and find what works best for them, but some common strategies include rotating engineers in for week-long shifts, having non-support staff do a half-day of support every week, documenting everything, pairing new support staff with dedicated support people, and making sure the whole team is trained on support.