Writing
I write for companies working in customer support, CX, SaaS and operations: long-form articles and thought leadership, case studies, reports and benchmark content, and guides and knowledge base content.
Most of what's below was written for clients in the support tooling world. Some of it is mine. Need something written? Get in touch.
Writing Knowledge Base Articles for Humans and AI
TLDR Your help center now has two readers and one of them can't see the screenshot. AI retrieves fragments, not pages, so headings, callout boxes and images don't survive chunking....
Writing Knowledge Base Articles for Humans and AI
TLDR Your help center now has two readers and one of them can't see the screenshot. AI retrieves fragments, not pages, so headings, callout boxes and images don't survive chunking....
The Problem With Three Knocks (and What Great S...
TLDR The three-knock model exists to stop stale tickets eating agent capacity, but it treats every silent customer the same. Silence can mean resolved, blocked by a vendor, on holiday,...
The Problem With Three Knocks (and What Great S...
TLDR The three-knock model exists to stop stale tickets eating agent capacity, but it treats every silent customer the same. Silence can mean resolved, blocked by a vendor, on holiday,...
Mosaic AI Alternatives: A Comparison
A comparison of AI support platforms for teams evaluating their options. Written for and published under a client byline on getmosaic.ai. This piece was ghostwritten, so the full text lives...
Mosaic AI Alternatives: A Comparison
A comparison of AI support platforms for teams evaluating their options. Written for and published under a client byline on getmosaic.ai. This piece was ghostwritten, so the full text lives...
SaaS Customer Support
What technical support looks like in B2B SaaS, and why B2C playbooks break when accounts are worth six figures. Written for and published under a client byline on getmosaic.ai. This...
SaaS Customer Support
What technical support looks like in B2B SaaS, and why B2C playbooks break when accounts are worth six figures. Written for and published under a client byline on getmosaic.ai. This...
B2B Support Capacity Planning: Everything You N...
Ticket volume, handle time, occupancy and SLA targets — how to plan support headcount without burning the team out or overhiring. Written for and published under a client byline on...
B2B Support Capacity Planning: Everything You N...
Ticket volume, handle time, occupancy and SLA targets — how to plan support headcount without burning the team out or overhiring. Written for and published under a client byline on...
AI Support Automation: Beyond the Basics
TLDR Copilots, summaries and tagging are the baseline now, not the destination. Six advanced use cases that compound: AI-powered QA scoring across the whole queue, ticket trend analysis as early...
AI Support Automation: Beyond the Basics
TLDR Copilots, summaries and tagging are the baseline now, not the destination. Six advanced use cases that compound: AI-powered QA scoring across the whole queue, ticket trend analysis as early...
Support-Driven Revenue Retention
How support teams surface churn signal early and turn a cost centre into a retention function. Written for and published under a client byline on getmosaic.ai. This piece was ghostwritten,...
Support-Driven Revenue Retention
How support teams surface churn signal early and turn a cost centre into a retention function. Written for and published under a client byline on getmosaic.ai. This piece was ghostwritten,...
Customer Support Automation Quick Wins
The support automation use cases that deliver results fastest for B2B teams, and the order to tackle them in. Written for and published under a client byline on getmosaic.ai. This...
Customer Support Automation Quick Wins
The support automation use cases that deliver results fastest for B2B teams, and the order to tackle them in. Written for and published under a client byline on getmosaic.ai. This...
From Tags to Action: Zendesk Automated Ticket R...
Learn how AI-powered ticket classification in Zendesk turns tags into automated routing workflows — cutting triage time protecting SLAs and removing humans from the sorting layer.
From Tags to Action: Zendesk Automated Ticket R...
Learn how AI-powered ticket classification in Zendesk turns tags into automated routing workflows — cutting triage time protecting SLAs and removing humans from the sorting layer.
How AI-Assisted Writing Changes Real Customer S...
A real-world look at how AI-assisted writing affects AHT FCR and CSAT — when it works when it doesn't and what support teams only learn after going live.
How AI-Assisted Writing Changes Real Customer S...
A real-world look at how AI-assisted writing affects AHT FCR and CSAT — when it works when it doesn't and what support teams only learn after going live.