Open-Source Pull Requests Elevate B2B Support, Setting a New Industry Standard

Peer Richelsen, known for his involvement with "oss/acc," recently highlighted a significant opportunity in B2B customer support, observing that leveraging open-source practices like public pull requests for customer interactions can profoundly impact client satisfaction. Richelsen noted, "open source means sharing public pull requests with customers," suggesting that this level of transparency and collaborative problem-solving is a differentiator.

The tweet further emphasized the low bar for excellent B2B support, stating, "people are surprised a company cares & follows up," and concluding that "the bar is so low for excellent B2B support." This indicates a perceived lack of proactive and transparent engagement from many B2B providers. Richelsen, associated with Cal.com, an open-source scheduling platform, advocates for a model where customers are directly involved in the development and issue resolution process, mirroring the collaborative nature of open-source software development.

While traditional B2B customer support often relies on helpdesk software, AI-powered chatbots, and self-service portals, Richelsen's perspective points to a more integrated, transparent approach. Companies like BigCommerce, with its open-source B2B Buyer Portal, demonstrate how providing access to source code and enabling direct issue reporting through platforms like GitHub can empower customers and accelerate resolution. This method allows for a collaborative environment where customers can contribute directly to solutions or track progress with full visibility.

This approach contrasts with the typical automated or agent-based support systems, which, while efficient for common queries, may lack the depth of engagement and transparency offered by open-source methodologies. The integration of public pull requests for B2B support signifies a shift towards greater customer involvement, potentially leading to faster, more tailored solutions and fostering stronger client relationships. By adopting such practices, companies can exceed conventional support expectations and cultivate a highly engaged customer base.