Kind Support — Issue #1
Elevating customer support teams with purposeful AI and real kindness.
Welcome Note 📝
Welcome to the very first issue of Kind Support! I'm thrilled you're here. Every week, we’ll explore how empathy, AI, and kindness in customer support can transform experiences—keeping things human even in a world filled with automation.
A bit about myself. I’m Ettore Trozzi, a passionate Customer Support & Success Leader. My mission is to help teams leave a lasting impact on customers by enriching their experience with empathy, kindness, and humility. During the years, I’ve worked for great companies and startups such as Apple, Too Good To Go and Taxfix. You can follow me on LinkedIn here.
🔖 Featured Insight
The Unsung Heroes of Customer Support
This week, I came across an insightful post from Amir Salihefendic, CEO and Founder of Doist, about the invaluable yet often overlooked work of customer support teams.
“The unsung heroes in many organizations are the customer support teams and engineers who quickly resolve issues.”
Read the full post by Amir Salihefendic here on LinkedIn.
From what I read online (and experienced myself), at Doist, makers of popular productivity tools like Todoist and Twist, customer support central to their entire organization.
On a recent Reddit thread, many Todoist users shared their experience with customer support and what stood out to me is this sentence from user CrispRat:
TL;DR - Todoist customer service made me feel heard and fixed my very minor issue.
Feeling genuinely heard is at the core of exceptional customer support. And it’s something that we need to focus on when interacting with our customers.
(Learn more about Doist’s approach here or explore opportunities here.)
🤖 AI Spotlight: Meet n8n
What is n8n?
n8n (short for “nodemation”) is an open‑source, node‑based workflow automation platform that lets you visually connect 400‑plus apps and services to build powerful automations without heavy coding things yourself. You can self‑host it for full control or use n8n Cloud and start automating in minutes.
Why I’m excited to explore it for customer support (and success)
Instant ticket triage: With a bit of work you could pipe incoming conversations from Intercom, Zendesk, Help Scout, or even email into n8n; run an LLM node to detect sentiment, urgency, or topic; then auto‑label or route tickets to the right queue.
Proactive success workflows: Monitor product events (e.g., “payment failed” or “abandon cart”) and trigger personalized check‑ins. The AI writes friendly messages that feel human, not bot‑generated. And then real humans follow up to maintain the conversation human.
Some templates to explore on your own
n8n gives access to templates you can use to start your automations. They’ve a bunch under Support, feel free to explore them on your own and let me know which one you like and why. Explore them here.
Curious about n8n? I’ll share a step‑by‑step setup for ticket triage in the next issue. Meanwhile, hit reply and tell me about the support tasks you’d love to automate (and the one you think should be handled only by humans)!
🧠 Thought for the Week
"I've learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel." — Maya Angelou
I love what we can do with AI to build better customer support experiences. If we’ve the right tools we can really help and empower customers. However, I believe the real differentiator in the future (as everyone will have access to GenAI tools) is to bring empathy and kindness in the conversation with real humans. Those interactions will make people really feel heard, as in the example of Todoist.
TL;DR Teams that will invest in the human side will really create memorable interactions (and bring revenue).
🏎️ From Tractors to Supercars: Lamborghini’s Lesson in Customer Support
Ferruccio Lamborghini was the entrepreneur who founded the car company that bears his name. Long before he turned to sports-car manufacturing, the Italian businessman made his fortune building tractors. In 1948, in the town of Cento, he launched Lamborghini Trattori, a venture successful enough to let him indulge his love of high-performance automobiles. Legend has it that he grew frustrated when he discovered the pricey clutch in one of his Ferraris was the same model used in his tractors. Convinced he could do better, he resolved to build superior cars himself.
Lamborghini’s vision, however, extended beyond engineering. He also obsessed over customer support: what would happen if an owner in Spain or England encountered a mechanical problem? In an interview, he described how this focus on after-sales service became a cornerstone of the Lamborghini brand.
Make sure to select subtitles if you don’t speak Italian.
🙏 Thank you for reading Kind Support
I really appreciate having you here. Please feel free to reply to this email to share thoughts or recommendations for next issues. Also, I would love to tell your story in the newsletter. Let’s make this about people who helps other people.