Valerio Chang from Gearset chats to Jack about the evolving landscape of customer support in SaaS companies. Valerio offers a behind-the-scenes look at how Gearset has built a world-class support team, leaning into the importance of truly understanding customer needs and using documentation to elevate user experiences.
Valerio delves into the unique challenges of supporting customers in the Salesforce ecosystem, and how the nature of Salesforce DevOps conversations has matured over time. Valerio discusses Gearset’s mission to act not just as a tool provider but as a trusted advisor, helping users navigate complexity through empathy, curiosity, and continuous improvement.
Throughout the conversation, Valerio highlights the power of asking the right questions, the role of customer feedback in shaping product development, and the fulfilment that comes from solving meaningful problems. The episode wraps with a thoughtful reflection on the human side of support and the profound impact it can have on the people behind the tickets.
