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 issue and finds they can replicate it. Lo and behold – another ticket... Continue Reading →
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 opportunity for customer support teams that are able to effectively leverage AI to... Continue Reading →
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 wind up having problems and when they do, they prefer a company that... Continue Reading →
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 on my second company right now. In the most recent episode of Silicon... Continue Reading →
Products that win feel magical. Customer feedback provides the path to eliminating the friction disrupting that magic.