We’ve spent a lot of time thinking about whole company support! One thing that’s easy to do right away is to have new employees spend significant time in the support queue during their first couple of weeks. For us it’s really important because it’s a way to become familiar with our product AND our customers.
Kristi from our team recently published an amazing post about how we do whole company support in a 100+ person company. We’ve iterated on the program a bunch and it works super well today. I recommend giving it a read!