Category: Support
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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,…
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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…
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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…
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“Human-powered” as the next big-premium label
We’re entering a weird new phase. AI is everywhere. It writes, it talks, it “supports”. It can even fake…
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Test-Driven Support: an approach for scalable Support Operations
Some support tasks can be hard, some processes are complex to follow, with many steps, and require lots of…
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Tooling in support teams: thinking about processes, not just tools
I love working on tooling and automations for teams, detecting patterns, finding complex processes that can be simplified. I…
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The Devil is in the details: A gamified approach to train troubleshooting skills
One of the hardest things when training skills in technical support is finding ways to connect theory with practice.…
