Most companies treat support as an expense. 37signals LLC - the company behind Basecamp and HEY - sees it differently.
Their weekend support isn't some grand innovation - it's just common sense. Problems don't wait until Monday morning, so why should customers?
When I email 37signals, I get a real human who knows their products. Not a chatbot, not a temp reading from a script. Someone who can actually solve my problem.
The secret? They hire people who care, give them the power to make decisions, and then get out of their way.
No rocket science here. Just the radical notion that treating customers with respect builds better businesses.
Other companies could do this too. Most just don't think it's worth it.