Many, many years ago, before CoSupport was a twinkle in my eye, I met my friend Mathew Patterson at SXSW. At the time I was doing customer support for a web company that didn’t care about customer support, and Mathew was all the way across the world running support for a company that was figuring…
Read more
During a recent Q&A after a talk I gave on support language, an attendee asked me what I felt about using, “Regards,” to end emails. I have to admit I gave an involuntary shudder and might have said, “Gah! No!” I don’t hate “regards” like I hate, for instance, thank you for your feedback. But…
Read more
Well, it finally happened! Customer service and support is finally something interesting to marketers!! Sigh, ok. I am only sort of excited about this, because customer support is not just a hashtag, or a PR blitz, it’s a really big part of a company’s inner workings. Customer support starts with how easy your app is…
Read more