Garry Tan on Product

Customer support is an R&D exercise. Every support ticket is an opportunity to think through: 🎫 How can we avoid having this support ticket on the future? 👓 How could we make the product clearer? 🤷🏻‍♀️ How could we avoid the confusion? 🐛 Fix the bug. —@parkerconrad

1.5K likes26 repliesPosted Jun 1, 2019

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Viral score

Based on absolute engagement — the platform doesn’t expose follower counts here, so large accounts score higher.

From likes, comments.

Why it worked

Uses short lines and white space, which makes a long post feel quick to read.
Follows a clear Hook → Context → Landing shape, so the reader always knows where they are.
Ends on a short line that is easy to quote and repeat.
Written from experience rather than as advice, which is harder to argue with.
Short enough to read in full without expanding, which removes a step before the point lands.
Short sentences keep the pace up, so the reader never has to re-read a line.

The mechanics

Hook: Plain observation
Structure: Hook → Context → Landing
Style: Short lines with heavy white space, built to be scanned.
Tone: punchy, corporate
Written for: Product teams

Analysis by ViralLoop — not written by the original author.

Topics

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