Saturday, 29th April 2017

Basecamp’s Support Via Twitter Rocks

Posted on 19. Feb, 2014 by in Blogs

Earlier this month, 37Signals announced that the company would henceforth take the name of it’s most successful product, Basecamp. The company will either:

  1. Spin off its other product lines
  2. Sell the product lines outright
  3. Indefinitely support current customers

While Forbes calls the move ballsy, I think Basecamp’s decision to narrow its focus is a solid strategy. CEO Jason Fried wants to deliver an exceptional product and keep the company small. Focus will enable the company to make the product much more robust, which will make its 15 million (and climbing) users very happy.

As a long-time Basecamp user, I relish the idea of deeper functionality. One of the other things I like about the new and improved company: fast customer support. This week, I opted to ask a support question via Twitter. The answer came in less than 3 minutes.

Go figure. A company with 43 people offers lightning fast responses using social media. Having their ear to the ground gives Basecamp a leg up in a fast-paced, SaaS environment. Even better, they offer the best example of how to use social media to connect with clients that I’ve seen in a long time.

Post By Marcia Moran (314 Posts)

Marcia Moran

Marcia Moran

Marcia Moran helps organizations reimagine what’s possible and provides the framework for clients to achieve stellar, long-term results.

As a Performance Architect, Marcia uses the principles discovered through neuroleadership and positive psychology to deliberately design the employee experience and corporate culture. Blended with pragmatic systems design, these elements free people to play to their strengths while reducing strife in the workplace. As a result, people can push beyond their known limits as individuals, as teams, and as companies.

Marcia is also the Vice President of Marketing for Intelishift, a colocation company with operations in Ashburn, VA and Silicon Valley. Prior to moving to the Metro DC area, she worked as a business consultant for Up ‘N Running and advised startups and small businesses in the areas of management, operations, and marketing.

Marcia earned an MBA from Chapman University. She loves to travel, speaks Norwegian, and unwinds by kayaking and painting landscapes. Marcia recently co-founded Positive Business DC with Shannon Polly and Donna Hemmert. Positive Business DC provides resources to help people increase the levels of well-being in the workplace and at home.

Website: → Performance Architect

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