Support
-
From support request to pull request
A customer reported a bug. I opened a pull request to fix it. That last sentence…
-
Radical transparency in support
Support teams often default to vague responses when customers report issues, prioritizing corporate image over transparency.…
-
Support bots are not quite there
Are support bots helpful? They may be. But they are not quite there.
-
How do you finish a customer support conversation?
Customer support emails: To respond or not to respond, that is the question. Whether ‘tis nobler…
-
Have you planned enough days off?
Finding a way to help your team remember to plan enough days off throughout the year…
-
Appreciation
It’s important to recognize and enjoy the impact of others in your company. And more important…
-
Out of scope support requests
All customer support teams receive out of scope support requests. What sets a team apart is…
-
Words matter
As a people manager of customer support teams for quite some time now I am obsessed…
-
Offering great support is a piece of cake
There are problems with customer support that are trivial to fix. I wonder why so many…
-
Farewell GitHub, welcome HeavyMelon
Leaving GitHub has not been an easy decision. I want to create my own calm company,…