This week I’m heading into my 5th annual support rotation at Automattic.
I’ll be setting aside my responsibilities as a designer. My focus will be on helping our customers as if I were part of our support team.
These rotations were created to bring us closer to our customers. To appreciate the challenges they face. They’re required for everyone at Automattic to do once a year. No exceptions. Even our CEO does them.
It’s a ritual I have come to enjoy. For many reasons. I always walk away with something new. Last year, it was seeing how our Happiness Engineers incorporate AI into their work flows. In previous years, I picked up on key insights about our customer behaviour.
This year, I’m especially keen to dive in. My focus over the last few months has been on transforming our support experience. We’ve done some great work integrating AI and consolidating our resources. Our efforts are helping our customers solve their problems quicker.
I can’t wait to see what I learn this year looking at this experience from another perspective.