Over the past 6 years as the co-founder and CTO of GetHuman, I’ve spent a significant portion of my time thinking about how software can be used to help improve customer service. While there have no doubt been recent innovations across the industry that have greatly improved the efficiency of customer service from the company’s point of view, the sad fact is:

Despite some technical innovations, most customer service still stinks (from the consumer’s point of view)

Why is that?

In this 4-part blog post series, I will make the argument that there are actually two fundamental problems at play…


This is Part 2 of a 4-part series about what is wrong with the customer service software industry and what we can do about it.

  1. The Customer Service Software Industry is Fundamentally Broken
  2. Customer Service Software Economics
  3. Categories of Customer Service Software Built for Consumers
  4. Un-breaking Customer Service

In the first part of this series, I explained why The Customer Service Software Industry is Fundamentally Broken. In this post, I will go into a little more detail and explain how the economic incentives behind customer service software can adversely affect customers.

The incentives are different depending on whether the software…


This is Part 3 of a 4-part series about what is wrong with the customer service software industry and what we can do about it.

  1. The Customer Service Software Industry is Fundamentally Broken
  2. Customer Service Software Economics
  3. Categories of Customer Service Software Built for Consumers
  4. Un-breaking Customer Service

Part 1 of this blog post series provided an overview of why The Customer Service Software Industry is Fundamentally Broken. Part 2 explained how the economic incentives for customer service software makes it difficult at times to do what’s in the best interest of the consumer. …


This is the final installment of a 4-part series about what is wrong with the customer service software industry and what we can do about it.

  1. The Customer Service Software Industry is Fundamentally Broken
  2. Customer Service Software Economics
  3. Categories of Customer Service Software Built for Consumers
  4. Un-breaking Customer Service

In the first three parts of this blog post series, we talked about why and how customer service software is fundamentally broken. The tl;dr is that it’s hard to navigate the fine line between the best interest of the consumer and features that require help from the company.

I’ve been one…


The content of this article comes from work I have been doing on three different projects: GetHuman, Swish, and a new secret app for my upcoming ng-conf 2018 talk called Super-Powered, Server-Rendered Progressive Native Apps.

In an ideal world, you could build one application that works consistently and perfectly on all platforms (i.e. web, iOS, Android, etc.) without worrying about the unique details of any one individual platform. Just code it up in some generic way and it just magically works everywhere. …


This video was me just 2 years ago at ng-conf talking about how Isomorphic JavaScript was going to take the world by fire. At that time, the idea of duplicating code in two places (i.e. once on the server for search engines and another on the client for rich user interfaces) made me sick. DRY rules!

Well…a lot has happened since then. Specifically, a few specific things have drastically affected the way I view the concept of Isomorphic JavaScript:

  • I had to grow and maintain a large codebase over time. In many cases the “tricks” I used to make…

This article describes a relatively new budgeting technique called Budget Burn Down which has already helped hundreds of thousands of people save money and achieve their financial goals.

Story Time

It was a dark and stormy night. Beads of sweat began to roll down Roger’s forehead as his eyes darted nervously back and forth between the pitch black forrest road ahead and the red warning light on his dingy, old gas gauge.

Roger was lost. Completely, utterly, hopelessly lost.

“Shit.”

Roger’s anxiety turned into full blown panic as he felt the car go dead. He frantically started pressing the gas pedal harder…


This is the first of a 4-part series on the best practices for organizing code repositories.

  • Part 1: The Problem with Shared Code (this article)
  • Part 2: How the Best Tech Companies Organize Code (coming soon)
  • Part 3: Monorepo vs Multirepo Survey Results (coming soon, but fill out the survey here)
  • Part 4: Repo Decision Framework (coming soon)

In this first article we define the problem and understand the challenges involved with sharing code.

Earlier this year, my company GetHuman raised money and grew from 2 engineers to 8. The good thing about this is that we were able to…


Note that this article is pretty old by this point, but is still relevant. It’s April, 2018 and I am about to speak at ng-conf 2018 about Super-Powered, Server-Rendered Progressive Native Apps so definitely check that out once it goes live.

Angular Nation is the idea that all of us in the Angular community are connected together by a common set of goals and ideals including:

  1. Be a bridge builder — Respect everyone inside and outside the Angular community. Help others learn from your experiences.
  2. Think at scale — Value things that allow you to scale both in terms of…

NOTE: In this article wherever I say “Angular”, I am referring to “Angular 2”. When I am talking about Angular 1.x, I explicitly say “Angular 1”

I am just starting to dive deep into NativeScript with Angular and I realized the one thing that really bothers me about it. No, it is not the single thread limitation (that will be resolved very shortly). It’s the name. I know this may sound silly, but despite recent growth, I just think it would greatly benefit the adoption of both NativeScript and Angular if the integration between the two was renamed “Angular Native”.

Jeff Whelpley

Co-founder and CTO at GetHuman, Google Developer Expert (GDE), Boston AI Meetup Organizer, Boston Angular Meetup Organizer, Boston College alumni

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