Chris

How Support can get a seat at the Product table

The first step of being heard by Product is actually putting yourself in their shoes to better understand their challenges. Imagine you’re busy compiling data from multiple…… Read more “How Support can get a seat at the Product table”

96% of companies think it’s important to make their customers happy. That’s probably not a surprise to you —happy customers mean less churn, more referrals and higher…… Read more “The Fallacy of “Listen to Your Customer””

Most Founders and CEOs grow a Customer Support team because they have to not because they want to. No matter how well a product is designed, customers…… Read more “Simple KPIs to Transform Your Customer Support From a Cost Center to a Strategic Asset”

Tagging can be a powerful tool for any customer support team. When done correctly, tags serve as a common language to communicate the customer journey at scale—when…… Read more “Getting started with tagging: a step-by-step guide to mapping the customer experience”

I am the stereotypical startup founder HBO’s Silicon Valley was born to mock, but I love the show. I went to Stanford, live in Palo Alto, and am working…… Read more “Why we solve Pied Piper’s product/market fit problem”