AI generated floods and your favorite customer service blogs

How will we preserve high quality content? Bingo! I gave a talk at Web Directions Summit in Sydne...

How to increase your time to resolution

Salamanders are useless at support, but there are other options Time To Revelation “Time is the m...

Being patted down in an Zurich airport cubicle

What's obvious to you is probably not obvious to your customers. Is an iPad a laptop? Both of my ...

First impressions and worst impressions

Onboarding is an opportunity to build confidence and long lasting success. Here's how not to wast...

The men who were too manly for shopping carts

...and other dumb reasons to delay a useful shift in self-service. A little less customer deflect...

My pyramid scheme, and why you should join it

An amazing opportunity.... Please don’t worry. I mean it is a pyramid, but not the kind where som...

New tool: Support Team Staffing Calculator

See how changes in your customer growth, conversation volume, and self-service uptake will affect...

CSAT is not all that, and why it still matters.

Why am I watching youtube videos of power washing? Satisfaction (I can get some) Three things I f...

My only school detention, 2022 trends and some reading lists

What's new in 2022 for customer service professionals? A WHOLE LOT. View in browser The only time...

What’s new at Help Scout? Take 30 days free to explore.

Take an extended 30 day trial to explore new features and discover how Help Scout earned more cus...

Harry Potter and The Psychology of Pricing

Accio credit card There’s a magic phrase that opens wallets and extracts money from half a world ...

The worlds oldest complaint letter (and a brand new apology)

Travel back millenia to ancient Mesopotamia to discover the first recorded letter of complaint. V...

Planning your 2021 support needs? 

A free buyers guide to customer support tools to help you make the best choice for your team. Hi ...

Build your own toolbox - mine starts with Alfred

Choosing the right set of tools can make your life easier and your work better. Here's how. Build...