About this page. Last updated: February 1st, 2019.
Customer Support
- The Next 500 Customers: Why we don’t scale support at Buffer
- Focus on Solving Support Problems Instead of Tickets
- Why customer service sucks, and what to do about it
- Knock em Dead Support
- Two Polarizing Customer Support Examples
- How Backcountry’s Support Reps Go the Extra Mile
- The only purpose of ‘customer service'
Customer Success
- Don’t Confuse Your Success for Customer Success
- User Onboarding: The UX Behind Our Magically Extending Free Trial
- Day Zero: A new way to define customer success
- Know Your Customers’ “Jobs to Be Done”
- Use the Data You Have: Ask the Right Questions
- Customer Success as a Function of Your Business
- Give your customers best practices, not just FAQs
On writing well
- 6 traits of a great customer service email
- Uncertainty has no home in support
- A Brief Guide to a Better Email
- How to Write with Substance