My favorite speaker at YCombinator was Kevin Hale, the founder of Wufoo. He taught me that everybody in a company should be doing personalized support so that you can identify (and fix) the most painful user experiences. He called this “support driven design” and emphasized how important it was to his company’s success. He also showed off the internal support tools he built. I thought they were amazing: no canned replies, customer information directly inside Gmail and common actions at your fingertips.