So this means you don’t just help them locate a command in the menubar, you find out what they’re trying to accomplish and help them do that. You don’t just explain a feature but help them use the result to impress their boss. You don’t just apologize because you don’t have the feature they want, you help them work around it and be successful anyway. You know your product and problem-space better than your customers, so it’s not that hard to make them far more successful than they would be stumbling around without calling tech support.
Enabling your customers isn’t just about your product, but rather your entire company. Make your customer awesome and she’ll give you money so she can keep being awesome.
"So true.
