I love when good ideas start small and organically. One day, a customer visited our office and had a question about Basecamp. Kristin, one of our support team members, pulled up their Basecamp account. They were able to sit together and figure out what needed to be done. Our customers absolutely loved seeing the answer right away. So an idea was born.
We call it Basecamp Delivered.
Watch on Vimeo.
We’re hitting the road again for other cities soon. You can help bring Basecamp Delivered to your city by letting us know where you are.
Chase wrote this on Oct 22 2012 There are 15 comments.
Hank T 22 Oct 12
I’m confused …
- who is Kristin?
_ what is “Basecamp Delivered”?
- who showed what to who and why were they asking a question?
No 22 Oct 12
Traveling all over US to explain how to use your product is the Re-Rework way?
CC 22 Oct 12
Hank – Sorry for that confusion! I’ve updated that article to clear that up. Kristin is one of our support team members. Basecamp Delivered is an event that we held in Austin to meet one-on-one with customers. The customers and questions were varied. We met lots of customers and answered lots of questions.
No – I think bottom line is that we’re here to help our customers. Basecamp is super easy to use. Sometimes customers just want to try new things or see how other people are using Basecamp. Meeting with our customers in their own city isn’t a fault with Basecamp. It’s an opportunity to help customers even more.
Zack 22 Oct 12
Facts: *eBay was founded to help the founder fiancé sell Pez dispensers. *Basecamp is so multifunctional and has so many features that you actually need face-to-face training to use it.
Michael 22 Oct 12
I can’t imagine needing that kind of help with Basecamp but I know that’s the case for some people. I think it’s cool and makes sense that this level of simplicity and support come from the same company.
MattH 22 Oct 12
Kudos for going out and meeting with your user base … though I wouldn’t call that “something radically different”.
Scott 22 Oct 12
I think he means “radically different” from the 37signals support team’s normal online support, not necessarily different than what anyone else has done.
Hank T 23 Oct 12
@CC
Does 37signals have an office in Austin?
Because by reading both your comment and this blog post, it’d indicate 37signals has an official Austin office.
CC 23 Oct 12
@Hank – No office in Austin. Our only office is in Chicago. We have two support team members that live in Austin. That’s why we picked there for the first one.
Hank T 23 Oct 12
@CC
If there is no Austin office … You should update the blog post to not say:
“A customer was at our office”
PHT 23 Oct 12
Just curious : did some customer take it as an opportunity to ask for their pet features, and do support team have to make the kind of fights needed to say “no” ?
CC 23 Oct 12
@PHT – I like to think we’d never fight with our customers. :)
We did hear some cool ideas and got a chance to explain why we don’t have certain features. As long as you’re clear about why you don’t have a feature, customers usually understand.
Nick 23 Oct 12
Don’t think it was intentional, but the “Post your Thoughts” form looks disabled with all the light gray text / borders.
Robin 24 Oct 12
Nick’s right, I didn’t even see the “Post your thoughts” form until he mentioned it! Could use a dash of contrast, methinks…
Gregor McKelvie 26 Oct 12
Any plans to come to London? We’re running the old BC and the team are a bit scared of moving…
This discussion is closed.