Questioning Frequently Asked Questions
Questioning Frequently Asked Questions

It’s time to question the usefulness of Frequently Asked Questions. Here’s my problem with FAQs. Most of the time, they were written by people in the Marketing or Product department but reside under the Support or Help section of your website. I know: I have written them when I was working at a previous employer. […]

A Foundation for Dynamic Support

It’s been said that the only thing that is constant is change. This is especially true when supporting customers in the new world of interconnected devices. Solutions that work at this moment can change in the next as interoperability issues, security threats, and software updates barrage the consumer. The foundation of the customer support architecture […]

Contact Us

Just seeing those words causes angst whether you are a consumer seeking help or the director of support within an organization charged with providing that help. Slip on the consumer shoes: by the time you are looking for the contact us information, it is likely you have spent effort and time to try and fix […]

What I’m grateful for at

I’ll admit that I didn’t want to write this blog post. It’s my first post here at, and the first one is always the toughest. As a product manager, you’re measured by the success of your product and the happiness of your customers. While we’re just supposed to bring the donuts to the team […]

Pit Bulls and Field Support

In an earlier blog post, I discussed needing a technician in my home to solve a problem and the impact this has on your margins. However, the level of customer effort involved in having a technician in the home can impact the perception of the quality of support provided. Field support calls aren’t just expensive […]

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