When I left Stripe and started a company in the customer support space, most people thought I was crazy: “why would you leave that rocket ship?” B

Applying Stripe’s lessons to Customer Support

submited by

Style Pass

2021-07-12 17:00:06

When I left Stripe and started a company in the customer support space, most people thought I was crazy: “why would you leave that rocket ship?” But in many ways, Stripe taught me to see the long game and to invest in the opportunities that no one else paid attention to.

Think back to 2010: the Collison brothers saw a ma ssive problem to be solved in an industry that was considered a backwater by most startups. Back then, it was all about the flashy consumer apps, social networks, and buzzy tech, but for Stripe, it was about staying focused on the opportunity no one could see.

I strongly believe there’s a new wave of change coming to the customer support industry and that it has many of the trappings of the payments industry a decade ago. The two are quite analogous:

Proactively delighting customers earns trust, which earns more business from those customers, even in new business arenas. Take a long-term view, and the interests of customers and shareholders align. — Jeff Bezos, Founder of Amazon