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.
AI Knowledge Management: Impact on Support and ...
How AI is transforming knowledge management for support teams — from automated tagging to content gap detection and the top use cases worth implementing now.
AI Knowledge Management: Impact on Support and ...
How AI is transforming knowledge management for support teams — from automated tagging to content gap detection and the top use cases worth implementing now.
How to Determine Your Support Team’s Value
Your support team is valuable — but can you prove it in business terms? A practical framework for connecting support performance to retention revenue and ROI.
How to Determine Your Support Team’s Value
Your support team is valuable — but can you prove it in business terms? A practical framework for connecting support performance to retention revenue and ROI.
The 10 Best Ecommerce Help Desks: 2025 Buyer's ...
Compare the 10 best ecommerce help desks for Shopify, WooCommerce, and Amazon sellers. Find the right platform for your team size, budget, and support needs.
The 10 Best Ecommerce Help Desks: 2025 Buyer's ...
Compare the 10 best ecommerce help desks for Shopify, WooCommerce, and Amazon sellers. Find the right platform for your team size, budget, and support needs.
How to Stop Cherry-picking in Customer Service ...
How cherry-picking hurts your support team's performance and morale — and the Zendesk configurations and management approaches that stop it for good.
How to Stop Cherry-picking in Customer Service ...
How cherry-picking hurts your support team's performance and morale — and the Zendesk configurations and management approaches that stop it for good.
EQ or AI? A Dive Into the Benefits of Human vs ...
EQ vs AI in customer support — where each one wins where they complement each other and how support leaders should think about the balance for their team.
EQ or AI? A Dive Into the Benefits of Human vs ...
EQ vs AI in customer support — where each one wins where they complement each other and how support leaders should think about the balance for their team.
Client Stakeholder Management: How to create al...
How to create alignment with client stakeholders — practical approaches for managing expectations, communicating effectively, and keeping projects on track.
Client Stakeholder Management: How to create al...
How to create alignment with client stakeholders — practical approaches for managing expectations, communicating effectively, and keeping projects on track.
Zendesk Guide Customization Tutorial: How to Ma...
A practical Zendesk Guide customization tutorial — from themes and templates to extensions and best practices for building a self-service experience that works.
Zendesk Guide Customization Tutorial: How to Ma...
A practical Zendesk Guide customization tutorial — from themes and templates to extensions and best practices for building a self-service experience that works.
An Intro to Customer Support Channels
A practical overview of the main customer support channels — email, chat phone, and self-service — and how to decide which mix is right for your team and customers.
An Intro to Customer Support Channels
A practical overview of the main customer support channels — email, chat phone, and self-service — and how to decide which mix is right for your team and customers.
Key Customer Support Metrics
The support metrics that actually matter — what to track what to ignore and how to use data to tell a compelling story about your team's impact.
Key Customer Support Metrics
The support metrics that actually matter — what to track what to ignore and how to use data to tell a compelling story about your team's impact.
The Advanced Guide to Skills-Based Routing in Z...
A deep dive into Zendesk skills-based routing — how to set it up avoid common mistakes and combine it with SLAs and AI for smarter ticket distribution.
The Advanced Guide to Skills-Based Routing in Z...
A deep dive into Zendesk skills-based routing — how to set it up avoid common mistakes and combine it with SLAs and AI for smarter ticket distribution.