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Blog

Writing about customer service, not about software.

Practical pieces for owners and managers deciding how their support should work — useful whether or not you ever buy anything from us.

All 37 Buying 3 Comparison 2 Customer service 4 Fundamentals 3 Management 10 Operations 14 Small business 1
Management

How to measure customer support performance

Three metrics worth reporting, two that mislead, and why average resolution time is usually a lie.

10 min read
Management

Organising support departments that scale

When to split a queue, when to merge, and how to avoid an org chart nobody can route to.

8 min read
Management

First response time is the only number your customers feel

Resolution time matters to you. Response time matters to them. The distinction changes what you optimise.

6 min read
Management

Setting service targets people actually meet

An ambitious SLA you miss is worse than a modest one you hit.

7 min read
Management

Onboarding a support agent in a week rather than a quarter

What a new agent actually needs, in the order they need it.

7 min read
Management

What belongs on a support dashboard, and what does not

Most dashboards show everything and change nothing. Six panels are enough.

6 min read
Management

Support is your cheapest source of product feedback

The data is already in your queue. Almost nobody reads it.

6 min read
Management

Structuring a support team as it grows from three to thirty

What changes at each stage, and what should not.

8 min read
Management

Measuring customer satisfaction without annoying anyone

One question, at the right moment, and taken seriously when it comes back badly.

5 min read
Management

What a support ticket actually costs you

Knowing the number changes which improvements you prioritise.

6 min read

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