Support reps at startups work extremely hard but issue resolution times remain untenably long. The result? Agents are burnt out and customers are dissatisfied.
In a way, it's understandable—businesses have changed drastically over the last few years. Most startups are now primarily software products with their foundations built entirely on code. We've reached a grand level of scale and interconnectivity thanks to programmable systems, public API's and gateways.
But code is often imperfect. Things break and don't always work the way they should. Modern startups also depend on an increasing number of technology partners who might also be going through their own problems. This means that errors, outages and issues come from an increasing number of places. It's the trade-off we've made to live in this exciting new world of possibility.
Support teams inevitably bear the brunt of these design flaws while having the least amount of influence on the product roadmap. They work long hours to keep users happy but remain confronted with piles of unresolved tickets and outraged customers. In spite of their best efforts, it never feels good enough and they're not happy about it.
Some teams have turned to existing support tools in the market for help, but there's something missing: they're not built to accommodate the nuance and complexity of customer support in motion. And so support has continued to feel like a burden, a repetitive monotonous chore to get through instead of a unique opportunity to connect with customers.
Our approach to customer service deserves a revamp—a bold re-think. At Metacare, we've done exactly that. Our aim is to design and build the tools, frameworks and communities that helps support people unlock their hidden potential.
Customer support is an under-leveraged treasure chest of technical skill and product feedback that companies can use as a resource to ship better products and keep customers happy.
We believe that support has remained disorganized for too long. Our mission is to build a world where support is no longer treated as an inconvenient appendage; but as a fundamental part of the product experience. Support experiences are just as important as product, onboarding, marketing and fulfillment. Creating delightful and scalable customer service is the missing piece of the scalable tech puzzle.
At it's core Metacare is a way for agents and managers to scale their work the way others in tech do. It's a platform that helps them express their technical creativity and collaborate with both product and engineering teams.
Customer support should no longer be considered a one dimensional craft; people of varied skills should be able to find expression and fulfillment in it. The job no longer needs to feel repetitive and exhausting, it can a lot more rewarding, a lot more magical—a role where people actually see their potential for growth.
We're not saying that the challenges of the job will go away, they'll remain; but support reps will be armed with the tools to surmount them. We're building a platform that helps people who work in customer service get the respect they deserve; and do work that's fulfilling. Finally support teams can focus on delighting the customer at every turn; and make the inevitable hiccups in product experiences completely painless.
Metacare is our gift to the world and we'd like you to join us.
With love from,
The Metacare Team 💜