Super Unlimited · B2C · free VPN app
Have the head of support report to the head of product
Guest says product hears about problems right away; no numbers
What they did
What happened
In their words
How the World's #1 VPN App Reached 1 Billion Downloads – Tanuj Chatterjee, Super Unlimited
David BarnardI wanted to transition and talk about some of your product-driven approach to growth. And one of the things I found fascinating was that you put your support team inside the product team. How does that work?
Tanuj ChatterjeeThe head of support reports to our head of product. I want to mirror in front of the product team right there. Our growth comes from product decisions and not just from marketing campaigns. Sometimes we know that, "What are people struggling with? What's not clear? What are people asking about over and over?" So that could be a UX issue, that could be a communication issue or an education issue, or an onboarding issue. Service quality. "I'm in Uganda and I'm starting to see a lot of service quality tickets." Product should know first right away.
Tanuj ChatterjeeI have been at companies where product and support was a totally separate organization, and support will talk, do a talk once a month, and show their KPIs and how many tickets they've sold. It's fine. But the pace at which the feedback loop goes into the product side of the engineering side is a lot less. So because we are so focused and anal about product quality, we wanted the support team inside the product team itself.
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Tags: org-design, feedback-loop