Visualizing the user onboarding process
User onboarding is a type of a managed learning experience. Like all learning the onboarding process typically follows the same universal 2-stage pattern in a continuous looping cycle.
There’s an irritating trend in SaaS to take away all semblence of self-serve…
Let’s start with a story!
At Automattic, we’re lucky enough to have some pretty sophisticated internal tracking and analysis tools. I was recently involved in a conversation with my friend and colleague Martin, about a particular…
Working as a Team Lead for one of the Happiness teams at Automattic has been a great opportunity for me to learn a lot about the Software as a Service ecosystem.
TLDR: Switching from chat-based customer service to embedded support tools reduced our ticket volume by 99%.
From a customer service standpoint, I am living and learning through the interactions between my…