Blog
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El Eternauta and the collective Hero
Around 10 years ago, I started reading El Eternauta, a classic argentinian comic from the 50’s. Someone borrowed me a…
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Preventing cognitive inertia in support
After solving a complex issue, it’s easy to stay in “deep mode” and overthink the next one. This is called…
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5 task patterns that are perfect for automation
Discover 5 patterns that signal a task is ready for automation and why removing them can improve team health, speed,…
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A mini case study in support tooling impact
I’ve been running some real-world tests to understand how much time the automated support tools can save. The first case…
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How to kickstart a tooling initiative in your Support team
Support is expected to be fast, consistent, and smooth for both customers and the team. Sometimes things don’t flow, processes…
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Tooling is caring: a Support Manifesto for the AI era
We’re entering a new phase in customer support.AI is rapidly taking over the simple, repetitive tasks. It’s already doing basic…
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Measuring impact of tests and tools in Support (and turning it into an OKR)
Measuring the real impact of a Test or a Tool in support work is complex. Because it’s not just about…
