Chrissy Chavez is a senior technical support specialist on the Customers Team at Help Scout, working from Oahu, Hawaii. In this episode, she talks with Mat about switching support tools: why the urge to burn it all down and start fresh is so strong, why d... See more
What Bees Know About Flexible Small Businesses Great news! A new review has brought a whole new audience to your restaurant. There is one issue though: You���ve got no more space for tables. Guess it���s time for an expensive renovation or a painful move.... See more
Pavel Malyshev spent 13 years building customer support and success teams at B2B SaaS companies, most recently as Director of Support at Productboard. Over the past year, he led his team's exploration and integration of AI — and then got laid off. In this... See more
You know the feeling. That sudden gut punch that takes your breath away as you read the words: an unexpected, out of context, negative review right there in black and white on the public internet. It’s hardly surprising that your first, instinctive respon... See more
Pennub’s Day Off: Calling Out of Work Since 1250 BCE You know your least reliable framing contractor — the one that has an unending series of increasingly implausible excuses? Will people still be talking about him in thousands of years? It seems unlikely... See more
