You don’t need a “support champion”

  Your product starts growing, the inbox is a bit overwhelming, customers want faster replies, and you obviously deduce you need someone to help you. The most common and unfortunate choice is finding the popular “support champion”, someone...

Empathy is not everything

If you have an issue and ask for help in a tech startup, you will see bright, happy, shiny faces. That is always great, and we all love a warm conversation, but the industry as a whole got used to the idea that all customers want is someone enthusiastic and friendly:...