Lessons learnt supporting Developers
summary
Salesforce shows nearly half of customers will leave after a poor experience and ProgrammableWeb lists ~23,000 open APIs so developer support becomes decisive. Establish named experts and internal SLAs, provide interactive docs and runnable examples, publish SDKs and a demo booking app, reproduce bugs first using Postman for first‑level investigation, run synthetic checks every 10–15 minutes with RunScope monitoring, track tickets and templates, log developer suggestions in Trello, foster StackOverflow/Discord community and handle support with empathy and a long‑term success mindset.
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chapters (12)
- 0:00Intro
- 0:35Why customer support is important
- 1:51Dont get lost
- 3:27Selfservice
- 5:24Investigation
- 6:54Tooling
- 8:23Support tools
- 10:07Feedback
- 11:53Community
- 14:43Support
- 17:08Empathy
- 19:49Questions
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