It’s 2 o’clock on a Tuesday when a support ticket comes into your help desk reporting unusual site behavior. A Tier 1 customer support agent tests the…… Read more “Putting Out Fires Before They Spread: Using AI To Improve Incident Response”
Artificial intelligence technology is about to change customer support, to the great benefit of customers and the companies that serve them. This imminent evolution presents a major…… Read more “AI for Customer Support: The Idiomatic View”
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”
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”
Products that win feel magical. Customer feedback provides the path to eliminating the friction disrupting that magic.