“What are we forgetting?”

Recently, our Tech team and myself got together to make a list of all of the things we forgot about in the last year, when working on various projects. There are 20 items so far, and it’s still growing.

When your product is complex and you make “one small improvement”, the butterfly effect is amplified enormously. The more primary use cases you have, the more edge cases you have. The more users you have, the more rare occurrences will, in fact, occur.

Documentation of past mistakes is essential to a smooth UX process.

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What else can my support team do?

What else can my support team do?

Some support teams have just barely enough people to cover their hours or their ticket volume. But some teams have the luxury of not being so bootstrapped. If that’s you, you may be wondering what your support agents should be doing with their time, when not answering tickets.

Well…. the answer is many, many things! These tasks are not filler, fluff, or frivolity. They are key and core to not only supporting your users and your business, but supporting your team as growing individuals on unique career paths.

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Starting my career in support

This post is a part of a series, prompted by the fall 2018 Support Driven Writing Challenge.

When did you start your career in support and why? What’s your favorite thing about working in support?

In my previous post, On Motivation And Commitment, I outlined my professional path to working in support. But for this writing challenge, I’d like to elaborate more on what it was about this job that made me think it could be my career.


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