Ditching Tier 1 Support to Build Smarter Products and Stronger Teams

This conversation goes beyond the traditional view of support operations. Hosted by Alicia (Ali) Joseph, founder of Savvy Service Pro Learning Solutions, the episode features Sarah Betts (Vizit) and Laura Bedoya (Vitally) in a candid discussion about rethinking support. Together, they dive into the provocative idea of eliminating Tier 1 support and reimagining how teams can work. They explore how AI and automation can handle repetitive, low-value tasks, freeing humans to focus on empathy and complex problem-solving.

The episode also highlights the importance of collaboration with product and engineering, building credibility through relationships, and fostering a culture of trust within organizations. At its heart, this is a podcast about scaling support without losing the human connection that customers value most.