Launch week support with three people

A launch produces the worst support conditions a small team will see: a spike, unfamiliar questions, and everyone who could answer them is busy shipping. Planning for it takes an hour and saves the week.

Before the launch

  • Write the five answers you will need — the questions buyers always ask in the first 48 hours. Structure, not scripts.
  • Publish the support hours on the channel itself, plus what happens outside them.
  • Decide the escalation path for anything that smells like a bug, and who is allowed to call it one.
  • Tag the launch so every conversation can be reviewed afterwards as a set.

During the launch

One person owns the queue at any moment, even if everyone is answering. Ownership is not about doing all the work; it is about noticing what is unassigned.

After

Read the tagged set once. The repeat questions become documentation or product changes; the one-off bugs become a list with dates. That review is the only part of launch support that compounds.

Tags, priorities and views · saved replies · the complete guide

Free for the first 3 seats. onsitesai.com

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