Monday · 07:00
Your Monday Briefing
Many Futures · 3 min read
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Every briefing is different. Here's what a morning looks like for three different people.
The Support Queue Is the Product Roadmap Now
Context: SaaS founder, B2B platform
The Headlines
What’s Happening
There’s a split forming in how B2B platforms think about support, and it reveals something about product strategy more broadly. One side is racing to automate the entire support surface — Intercom’s move is the clearest signal. The other is betting that the moment a customer reaches out is the highest-value interaction in the relationship, and is investing in making that moment richer rather than eliminating it.
The interesting thing is that both sides cite the same data. Customers don’t want to wait. But “don’t want to wait” can mean “don’t make me talk to anyone” or it can mean “when I do talk to someone, make it count.” The Gartner number supports the first reading. Cardina’s raise supports the second.
Why This Matters
For platform founders, this isn’t really a support question — it’s a positioning question. Automating support signals scale and efficiency. Investing in it signals partnership and depth. The choice shapes how customers perceive the entire product, not just the help desk.
Stripe’s contextualised changelogs are the subtler move worth watching. They’re not support in the traditional sense, but they solve the same problem — making the customer feel like the platform knows who they are. The open question is whether that kind of passive, ambient understanding replaces active support entirely, or whether it just raises the bar for when a human conversation becomes necessary.
Real feedback from people using Many Futures every morning.
@karlm
The mail I got this morning felt like my dream LinkedIn feed, but without the distractions, ads or noise. Genuinely reading stuff from places I'd never ordinarily see.
@sarahk
I used to spend Sunday evenings trying to catch up. Now I spend three minutes over coffee and I'm actually ahead of my team on Monday morning.
@davido
I didn't think something like this would be relevant to me. Turns out the connections it makes across my sector are exactly the kind of thing I was missing.
@karlm
The mail I got this morning felt like my dream LinkedIn feed, but without the distractions, ads or noise. Genuinely reading stuff from places I'd never ordinarily see.
@sarahk
I used to spend Sunday evenings trying to catch up. Now I spend three minutes over coffee and I'm actually ahead of my team on Monday morning.
@davido
I didn't think something like this would be relevant to me. Turns out the connections it makes across my sector are exactly the kind of thing I was missing.
@karlm
The mail I got this morning felt like my dream LinkedIn feed, but without the distractions, ads or noise. Genuinely reading stuff from places I'd never ordinarily see.
@sarahk
I used to spend Sunday evenings trying to catch up. Now I spend three minutes over coffee and I'm actually ahead of my team on Monday morning.
@davido
I didn't think something like this would be relevant to me. Turns out the connections it makes across my sector are exactly the kind of thing I was missing.
@karlm
The mail I got this morning felt like my dream LinkedIn feed, but without the distractions, ads or noise. Genuinely reading stuff from places I'd never ordinarily see.
@sarahk
I used to spend Sunday evenings trying to catch up. Now I spend three minutes over coffee and I'm actually ahead of my team on Monday morning.
@davido
I didn't think something like this would be relevant to me. Turns out the connections it makes across my sector are exactly the kind of thing I was missing.
@rachelt
It's not a newsletter. It's not a news digest. It's genuinely different — like having someone who understands my business reading everything for me.
@jamesf
The briefing about regulatory shifts in my sector flagged something I'd completely missed. Brought it to the board meeting the next day.
@niamhb
Almost like when you're running your own business — there's this fear of the unknown. This alleviates a lot of that.
@rachelt
It's not a newsletter. It's not a news digest. It's genuinely different — like having someone who understands my business reading everything for me.
@jamesf
The briefing about regulatory shifts in my sector flagged something I'd completely missed. Brought it to the board meeting the next day.
@niamhb
Almost like when you're running your own business — there's this fear of the unknown. This alleviates a lot of that.
@rachelt
It's not a newsletter. It's not a news digest. It's genuinely different — like having someone who understands my business reading everything for me.
@jamesf
The briefing about regulatory shifts in my sector flagged something I'd completely missed. Brought it to the board meeting the next day.
@niamhb
Almost like when you're running your own business — there's this fear of the unknown. This alleviates a lot of that.
@rachelt
It's not a newsletter. It's not a news digest. It's genuinely different — like having someone who understands my business reading everything for me.
@jamesf
The briefing about regulatory shifts in my sector flagged something I'd completely missed. Brought it to the board meeting the next day.
@niamhb
Almost like when you're running your own business — there's this fear of the unknown. This alleviates a lot of that.
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