All-hands support is a core value at DNSimple. We’ve used it from the very beginning, and it works well for us. It’s the best way to understand our customers and their pain points. It also helps us provide our customers with the best experience using our services – because nobody knows our services better than us.

Six years ago, our CEO wrote about how we support our customers at DNSimple. As the latest addition to our Customer Success team, I’d like to take a step back and reflect on our support journey over the last few years.