Some favorite pieces

Clear words for real audiences.

This page is still under construction.
More are being uploaded soon.
The two articles that are here are pretty good reads though.
But, our opinion may be biased.

Customer Experience

Create A Knowledge Base in 8 Simple Steps

Creating a knowledge base can feel intimidating, but it doesn’t have to be overly complex. That being said, it is one of things you want to get right, because while a well-crafted knowledge base empowers customers to solve problems and reduces the workload on your support team, a poorly built knowledge base can make things worse. I’ll walk through eight steps for creating a great knowledge base — something that’s intuitive, effective, and genuinely helpful for your customers.

Startup Customer Service: Avoiding the Biggest Mistakes

There's a plethora of excellent foundational guidance out there about what customer service is and how to do it well, yet I keep seeing the same mistakes over and over — mistakes that haunt companies for years. This article provides eight tips on how to avoid those specific, recurring problems: the things founders and early team members consistently get wrong about startup customer service that cause pain for years to come.

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Imagine spotting someone interesting at a bar, walking up to say hi...and getting handed a form. That's what contact forms feel like to us. We'd rather keep it human. Send us an email or give us a call. Say hey, share your idea, tell us a joke. Just don't call unannounced — we won't answer. We're millennials, after all.