How we think about buyer experience

When we started Resend, we didn't have a sales team.

One of our key insights was to focus on Developer Experience (DX) as a way to differentiate from others and find product-market fit.

As our customers grew and started using the product for more use cases, we realized that Buyer Experience (BX) was just as important.

What is Buyer Experience (BX)

We define BX as the sum of all the touchpoints that someone has with a company before they buy a product from them.

This is not just the responsibility of a sales team, but of the entire company.

It includes everything from the first marketing posts that they see online to the post-sale support that our customer success team provides.

We treat every interaction as a reflection of the product.

The experience of working with Resend's sales team should feel like the experience of using Resend - fast, clear, delightful, no friction.

We earn conversations, we don't demand them.

Be helpful first. Provide value before asking for time.

We listen more than we talk.

Discovery isn't a checklist - it's genuine curiosity about the customer's situation.

We're honest about what we don't know.

"Let me find out" beats making something up every time.

We document everything.

Our learnings become the playbook. Our notes become the context for the next person.