It takes 23 minutes to recover from an interruption. As I struggled with a sidestep into education, this stat proved to be way more true than I ever thought possible!

For a while, I’ve been trying to reconcile the idea that many huge companies purposefully avoid placing any effort on their customer service. And worse still, that we, as consumers, kind of let them. We fail to hold them accountable or really call them out on it.

Comparisons should be great for customers to find the right fit, but the truth is they don't work. Let me tell you why...

January is an inexplicably long month. 🕰 Perhaps it’s a kind of repercussion from taking a longer break over the “holiday period”, coupled with the long nights and cold, overcast days. Or maybe it’s just some psychobabble illusion that we’ve all bought into. Who knows! 🤷🏻‍♂️ For me, January&

A few weeks ago, I got the opportunity to chat with our customers and friends at Referral Rock [https://referralrock.com/], about all things referral marketing, customer success, and putting people first [https://blog.helpdocs.io/referrals-culture-and-putting-people-first/]. It was enlightening, and while I’m a little awkward and massively introverted,

It’s 30 celsius outside. In fact, it might be more but I’m too comfortable working from the air-conned executive lounge to step out into the bustling boulevard of Panama City and find out. I’m sure it would look like it’s 30 degrees as I peer down

Over the past few weeks, I’d been preparing myself for my first ever webinar, in partnership with our friends at Gorgias. Sid from Gorgias came up with the idea of a webinar around scaling support during the holidays without hiring, and I agreed to deliver a part about creating

It turns out, I’m a crappy customer. Not to open with a blog post cliché, but honestly, this really is a tough one to admit. 'Cause nobody wants to accept they are, in fact, a bit of a douche canoe. You see, I am naturally quite a cynical

It was a rainy Sunday. My wife and I had spent the morning lazing in bed reading as the rain bucketed down outside. After a few hours of pleading puppy dog eyes, we eventually gave in to the demands of our 3-year-old cocker spaniel and took him to the local

Yesterday, I experienced my first moment of pure dread since joining the HelpDocs team. The stupid thing is, in hindsight, it wasn’t even that big a deal. It was 4:02pm—I know, because that’s what it says on Slack. Jake and Jarratt had signed off for the