In support, it’s common to track positive and negative feedback. At Automattic, we call those green (good) and red (bad) robots. Happiness Engineers review green robots to celebrate awesome conversations and red robots to identify areas they can improve. There’s…
I’ve had to contact customer support on two different occasions in the past week. They were polar opposite experiences. In one, I walked away frustrated and amazed that it took so long to accomplish such a basic task. In another,…
I’m in the middle of reading Switch: How to Change When Change is Hard (highly recommend) is Hard by Chip and Dan Heath. It’s a really great read about behavior change. A key piece to behavior change as Chip and Dan…
There’s a lot of talk about using computer bots for customer support at the moment. Bots and A.I. are the new thing and garnering quite a bit of media attention. This article from Paul Adams on Intercom summarized many of my thoughts: Bots have…
This is part of the 2016 Support Driven writing challenge. Here’s the prompt: “History: Our history shapes us — what path led you to Support? Was it a planned career? Or did you happen upon it?” I just passed my three…
Working in Customer Support has provided a pretty unique view into user behavior. Namely, the users I support probably aren’t just like me. They have different habits, different ways of using technology, and different backgrounds. I’ve been reminded of this three separate…