Customer Service

The Support Side of Downtime

There used to be a panicked feeling that would set in when we’d have any sort of outage or issue in Basecamp…

People, Not Robots: Bringing the Humanity Back to Customer Support

How to manage all-hands customer service

The evolution of “Everyone on Support”

Bargain for Bugs

I found a bug . . .

Drip campaigns — How we do them differently at Highrise

I’m not a fan of most email I get. So I read very little of it :)

The worse offender is often drip campaigns from companies trying to keep me engaged with their product or service. You know the kind. You…

Honesty is the Best Policy

Introducing Research & Innovation Days on Support

Customer support is a double-edged sword and can be both rewarding and draining. Helping people feels good, but constantly empathizing with strangers can get exhausting. We all hope that the good outweighs the bad, but that’s not always the…