Writing the Internet You Want to Read

This is something I’ve been hearing lately, especially from Shawn Blanc on his members-only podcast Shawn Today. The Internet is full of writers and blogs each trying to push their ideas or opinions. Many times these writers are writing to make money. This leads to some not-so-great content being published every day. Then there are those […]

Asynchronous vs. Synchronous Customer Support

A few days ago I posted an article detailing the live chat initiative we’re working on at Automattic. One of the big things we’re finding is that the synchronous nature of live chat support is one of the biggest benefits to our customers. I think there are many reasons for this, which I’d like to […]

Support Driven Episode 7: Andrew Spittle

Support Driven Episode 7: Andrew Spittle → This episode of the Support Driven podcast features none other than my team lead, Andrew Spittle. If you’re interested in learning more about how Automattic provides support to its many users, I would highly recommend listening. The podcast goes into detail about how our teams are structured, hiring, […]

Live Chat Support at Automattic

I’ve had the opportunity to begin leading a new live chat initiative at Automattic with a few other awesome Happiness Engineers and thought it might be worthwhile to post some thoughts. Live chat support is a big push within Automattic this year as we strive to give our customers the best and fastest method of […]