Published inSignal v. NoiseThe Support Side of DowntimeThere used to be a panicked feeling that would set in when we’d have any sort of outage or issue in Basecamp past — that stomach-dropping…Dec 4, 2018Dec 4, 2018
Published inSignal v. NoisePeople, Not Robots: Bringing the Humanity Back to Customer Support(Adapted from a keynote I gave at Lean Digital Summit in Lisbon this month.)Oct 24, 20185Oct 24, 20185
Published inSignal v. NoiseIntroducing Research & Innovation Days on SupportCustomer support is a double-edged sword and can be both rewarding and draining. Helping people feels good, but constantly empathizing with…Jan 4, 20173Jan 4, 20173
Published inSignal v. NoiseFrom Inbox Zero to Inbox Comes SecondOften, the work I do feels invisible. I’m not building a feature or designing a website. I’m ensuring that our support team (a sect of tech…Nov 29, 20162Nov 29, 20162
