When I moved to Seattle and began working at LexBlog as a full-time Account Manager in the summer of 2013, one of the first things I began doing was organizing my inbox in a way that would let me easily find a certain class of questions and answers. This was primarily because at that time, LexBlog had no central repository of documentation for publishers using our platform. In this world, questions were a dime a dozen, but answers were in short supply or trapped in the brains of long-time LexBlog employees. Fortunately, the same or similar questions would come up time and time again, and each new question would get tagged and organized in a way that let me find it and other similar questions so that the next time it came up, the answer was just a few clicks away.
This might seem like a product piece for Gmail (it’s not, but Gmail sure is swell!), but far from it. This was an onerous, time-consuming process for all parties involved. On my end, my inbox was a mess, with emails from dozens of customers every day asking me how to do something when just the day before a colleague of theirs at the firm had asked the same question. Meanwhile, our customers were wondering how to do something and, finding no resources at their disposal, would email yours truly and wait patiently for a reply. When an employee at a firm would leave, someone new would take on the responsibility of managing the site and have to relearn everything on the fly.
We made it through those days through the power of fantastic employees who were truly dedicated to answering questions thoroughly and with a smile on their face. LexBlog is a company that prides itself on providing top-notch service and support, and it was (and still is) a necessity to be quick, nimble, and thoughtful, but things have gotten considerably better over the years.