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.
The Expert Guide to Scaling B2B Customer Suppor...
The real challenges of scaling B2B support — and the smart strategies AI tools and operational shifts that let support leaders increase impact without increasing team size.
The Expert Guide to Scaling B2B Customer Suppor...
The real challenges of scaling B2B support — and the smart strategies AI tools and operational shifts that let support leaders increase impact without increasing team size.
B2B Customer Service Best Practices: Strategies...
Why B2B customer service requires a completely different playbook than B2C — and the five core principles that actually scale great support in complex enterprise environments.
B2B Customer Service Best Practices: Strategies...
Why B2B customer service requires a completely different playbook than B2C — and the five core principles that actually scale great support in complex enterprise environments.
How to Build an Enterprise Customer Support Off...
A step-by-step guide to building an enterprise customer support offering — from defining tiers and SLAs to staffing the right team and configuring Zendesk for enterprise scale.
How to Build an Enterprise Customer Support Off...
A step-by-step guide to building an enterprise customer support offering — from defining tiers and SLAs to staffing the right team and configuring Zendesk for enterprise scale.
Creating a Great Customer Self-Service Experien...
How to build a customer self-service experience that actually works — covering knowledge bases AI chatbots in-app help and how to measure whether it's reducing ticket volume.
Creating a Great Customer Self-Service Experien...
How to build a customer self-service experience that actually works — covering knowledge bases AI chatbots in-app help and how to measure whether it's reducing ticket volume.
The 9 Best Zoho Desk Alternatives in 2026
A side-by-side comparison of the 9 best Zoho Desk alternatives — covering Help Scout Freshdesk Zendesk Intercom Gorgias and more with guidance on which fits which team.
The 9 Best Zoho Desk Alternatives in 2026
A side-by-side comparison of the 9 best Zoho Desk alternatives — covering Help Scout Freshdesk Zendesk Intercom Gorgias and more with guidance on which fits which team.
Zendesk Case Swarming Explained: Benefits Chall...
A practical guide to case swarming in Zendesk — how it works when to use it how to set it up with Slack and macros and how to avoid turning...
Zendesk Case Swarming Explained: Benefits Chall...
A practical guide to case swarming in Zendesk — how it works when to use it how to set it up with Slack and macros and how to avoid turning...
Zendesk Admin Certification: Is It Worth It and...
An honest breakdown of the Zendesk Admin Certification — what it costs who it's worth it for what certified admins and skeptics say and how to prepare and pass.
Zendesk Admin Certification: Is It Worth It and...
An honest breakdown of the Zendesk Admin Certification — what it costs who it's worth it for what certified admins and skeptics say and how to prepare and pass.
Zendesk vs Intercom: Support Leaders Share Real...
A side-by-side comparison of Zendesk and Intercom from support leaders who've used both at scale — covering AI pricing analytics ticketing and which platform fits which team.
Zendesk vs Intercom: Support Leaders Share Real...
A side-by-side comparison of Zendesk and Intercom from support leaders who've used both at scale — covering AI pricing analytics ticketing and which platform fits which team.
Why Developers Should Care About Customer Journ...
Customer journey maps aren't just for marketing. Here's why developers benefit from understanding the full customer experience and how it improves what they build.
Why Developers Should Care About Customer Journ...
Customer journey maps aren't just for marketing. Here's why developers benefit from understanding the full customer experience and how it improves what they build.
The Ultimate Guide to the Follow-the-Sun Suppor...
Everything you need to know about building a follow-the-sun support model — what it is how to implement it Zendesk setup tips and lessons learned from Shopify and Hospitable.
The Ultimate Guide to the Follow-the-Sun Suppor...
Everything you need to know about building a follow-the-sun support model — what it is how to implement it Zendesk setup tips and lessons learned from Shopify and Hospitable.