Category: Customer Service
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Why Am I Invested in Support? Why Am I in Support for the Long Haul?
I believe in a better world. I believe in helping people, whether that’s to maximize their potential (e.g., personal trainer) or as a healing process (e.g., therapy). We live in community and need each other. I need help and you need help. That’s why I love being in Support: to help and be helped by…
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What is Support to You and Me?
In the briefest manner, support exists to help others find the path they need to take for the journey. Put in a more literal sense: achieve results they need. It is to help customers utilize the system for their desired outcome. But what happens when someone is looking for the wrong thing? I reckon it’s…
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Questions to Wrestle With: Why This?
I am writing honestly and candidly about serving the FinTech (Financial Technology) community so they can be better at serving their clients — be the hero to their client. I want to educate advisors on educating their clients. While that sentence is ripe for being interpreted as arrogant, I look at this topic with sincere humility knowing…
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Customer Service — The Tome
I’ve spent a long time thinking, contemplating, writing, and re-writing my thoughts and beliefs on Customer Service, at least within a SaaS environment. I will spend the next number of weeks and months sharing my thoughts and considerations on the topic. Customer Service is a very deep, thoughtful topic. There are many pitfalls and joys,…
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Support as a Product and Me as a Product Manager
What is a project? Can a project have an infinite life — does it necessarily have to have an end date? I’d argue there are a lot more similarities between Product and Support than differences. Many differences are tangible (one person writes more codes, another writes more customer emails) whereas the similarities tend to be undergirding and…
Jeff Beaumont 