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.
What is the Customer Journey?
An accessible breakdown of what the customer journey actually is why it doesn't end at purchase and how support fits into every stage of the experience.
What is the Customer Journey?
An accessible breakdown of what the customer journey actually is why it doesn't end at purchase and how support fits into every stage of the experience.
What is a SWOT?
A practical introduction to SWOT analysis for support and operations leaders — how to use it to assess your team's strengths, gaps, and strategic opportunities.
What is a SWOT?
A practical introduction to SWOT analysis for support and operations leaders — how to use it to assess your team's strengths, gaps, and strategic opportunities.
Best Practices to Prioritize Support Requests
A practical framework for prioritising incoming support requests using a Priority Matrix — so your team always knows what to tackle first and why.
Best Practices to Prioritize Support Requests
A practical framework for prioritising incoming support requests using a Priority Matrix — so your team always knows what to tackle first and why.
Creating an Internal Process Map for Customer S...
How to build an internal process map for your support team — why it removes ambiguity improves consistency and makes onboarding and handoffs far smoother.
Creating an Internal Process Map for Customer S...
How to build an internal process map for your support team — why it removes ambiguity improves consistency and makes onboarding and handoffs far smoother.
What is a Service Level Agreement (SLA) & Why i...
A clear breakdown of what SLAs are why they matter for support teams and how to use them with priority tiers to build trust and accountability with clients.
What is a Service Level Agreement (SLA) & Why i...
A clear breakdown of what SLAs are why they matter for support teams and how to use them with priority tiers to build trust and accountability with clients.
How I Prioritize My Day as a Support Manager
A real look at how a support manager uses the Eisenhower Matrix and priority frameworks to stay focused avoid burnout and keep the team moving forward.
How I Prioritize My Day as a Support Manager
A real look at how a support manager uses the Eisenhower Matrix and priority frameworks to stay focused avoid burnout and keep the team moving forward.
The Three Fundamentals of Customer Support
The three things every customer support team needs to get right — and why getting them wrong costs you more than just CSAT scores.
The Three Fundamentals of Customer Support
The three things every customer support team needs to get right — and why getting them wrong costs you more than just CSAT scores.