Power to your support team

When was the last time you had a genuinely good customer support experience?

I remember mine exactly: 2018, I called GEICO, a real person answered, they resolved my issue on the first call. That was it. That's the only time in my adult life I can remember feeling that way about a support interaction.

Everyone else? I've given up on tickets. Accepted bugs as features. I bought a new phone number once because I stopped believing anyone was going to fix my problem. And I work in tech. I know how hard this is.

Here's what I think is actually happening: most support teams want to fix your issue. They just can't. They can see the bug, they can't fix it. They can spot the data problem, they can't run the pipeline. So tickets take days, or they disappear.

The bottleneck isn't the support team. It's that support teams aren't given the tools to actually resolve anything. They're given tools to log things, categorize things, escalate things. And escalation means pulling in an engineer, and pulling in an engineer means a Slack thread and a Jira ticket and three days of back-and-forth before anyone writes a single line of code.

That's what we're trying to change with Pebble. Not better escalation. Not faster handoffs. A support platform that can actually fix things: code, data, docs, automatically.

One good support experience can make a customer for life. GEICO kept me for eight years off one phone call.

The bar is low. The opportunity is big.