Customer engineering: not (just) customer support!
The difference is more than just salary levels
Preventing alumni brain drain
Taking things for granted rarely works out well
Graduating from the support team
In which we discuss some sad realities
Support cross-training for some
"pc hondenschool Arthur Thiele" by janwillemsen is licensed under CC BY-NC-SA 2.0. Last week I talked about why I think every new hire in your company should...
Support onboarding for everyone
YOU get a shadowing session! And YOU get a shadowing session!
![Macros: yes or no? [PLEASE CHOOSE ONE]](https://assets.buttondown.email/images/8f5f5e14-bf91-4ba0-9564-1608d78a2088.png?w=960&fit=max)
Macros: yes or no? [PLEASE CHOOSE ONE]
AGENT: DELETE THIS PART BEFORE SENDING
Prioritizing product supportability
Taking a look under the hood
Handling sensitive topics: customer frustration
To be fair, they usually have a point
Handling sensitive topics: security issues
Bug, beg, or just a bother?
Leading a technical support team
Just don't be a jerk
Support vs TAM
Fight! Again!
What's your support customer profile?
Welcome to the new home of Andy’s Support Notes! I don’t want to spend much time on the why rather than the what, so suffice it to say: there were too many...
Don't outsource your support to a bot!
At least not if you want to provide good support
Ticket response standards: updating open tickets
Have more standards!
Ticket response standards: initial ticket responses
Have some standards!
Considering phone-based support
Timeless, or outdated?
One year wrap-up
And it felt like 2023 was just getting going
A ticket handling checklist
✅ Writing a post about checklists
Justify your existence!
No pressure, now
Tagging and support analytics
I saved the most exciting topics for December
