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It might sound strange, but we love customer support. Between Jill and Scott, they have answered over 20,000 support emails (and counting). Along the way, we’ve developed a clear view of what legendary support looks like. This page defines the standard we hold ourselves to.

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Insanely fast

Respond to a support email within 5 minutes whenever possible. You’ll be surprised by the reaction. For a customer, fast support is unexpectedly awesome. Even if the issue can’t be resolved immediately, speed builds trust. Time to reply matters as much as time to resolution. A fast response:
  • Reassures the customer they’ve been heard
  • Reduces anxiety and frustration
  • Sets a positive tone for everything that follows
If you can’t solve it yet, say so, and explain what happens next. Give timelines, and stick to them. If you say you’ll reply within the hour, do it.

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Perceptively preemptive

It can be hard for a customer to articulate their issue. If something isn’t working, typically they don’t know why. Customers often describe symptoms rather than causes. Our job is to:
  • Read between the lines
  • Understand the underlying problem
  • Anticipate the next question before it’s asked
The goal is for our replies to feel like:
“They get it. They’ve seen this before. They’re on my side.”
Legendary support feels proactive.

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Empathy

Empathy is not scripted apologies or empty reassurance. It’s showing, through tone and clarity, that we respect the customer’s time, context, and effort. Real empathy means:
  • Acknowledging the impact of the issue
  • Avoiding blame (including subtle blame)
  • Never talking down or hiding behind technical language
  • Treating every question as reasonable
We always assume good intent and then place ourselves in the customer’s shoes.

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Reliably available

“Reliably available” does not mean 24/7 heroics or unhealthy expectations. It means:
  • Customers know how to reach us
  • They know what to expect
  • They never feel abandoned or ignored
Availability is about predictability, presence, and reliability.

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Product-minded

Support is not a separate function. It’s certainly not something to outsource for the lowest cost. Every support interaction:
  • Teaches us something about the product
  • Reveals friction we didn’t see
  • Influences future decisions
Legendary support feeds directly back into design, engineering, and strategy. Our goal is for as many Edzo team members as possible to be close to our customers. Every degree of separation from an issue is an invitation to lose empathy with the problem.

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Sincerely honest

Legendary support is calm and truthful. That means:
  • Saying “we don’t know yet” when we don’t
  • Explaining why something happened when possible
  • Being transparent about limitations or trade-offs
  • Never over-promising or hand-waving