Postman has 8 million registered users across 400K organizationsFreemium model but support for all users. Changed internal perspective by not calling them “free” users but users who have not derived enough value to pay for the product.Sales Support in BangaloreProduct Support needs responsiveness and is distributed across the globe. 10 Individuals across Hawaii, Austin, Portugal, Nigeria, New Zealand, India). That helps in managing round the clock support. Also, San Francisco and Bangalore are highly competitive markets.Customer success Team 6 peopleHigh Responsiveness — First response time in 30min - 1hrAnnual case volume - 20K90-95% incoming cases over email and even twitter.10-15% break fix cases / 80% or more are How-tos.New agent Training — 2 weeks learning the product and then they get into actual support tickets.Technology stack: Zendesk (ticketing, knowledge), Slack, JIRA/Confluence (root cause analysis, documentation), Public issue tracker on GitHub (bugs and feature requests). Engineering more engaged there rather than support, User CommunityUnique thing — all conversations are logged on to ONE SLACK CHANNEL accessible by EVERYONE in the company. Provides complete transparency to entire organization and makes support more visible.Priorities for next year: Premium Support for Enterprise Customers, Closing the loop — cadence between support and product teams to highlight product areas that need improvement. Also, provide feedback on “supportability” of featuresWhat would you do differently if you were to go back in time -- Hire more people and distributed earlier, Treat free users as customers from dayFavorite business book -- The Checklist Manifesto: How to Get Things Right, Atul Gawande
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