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Apr 29 2021
Reasons Not to Outsource Customer Support

Reasons Not to Outsource Customer Support

I've recently bumped into several conversations about outsourcing customer support, mostly among bootstrapped software founders who are (obviously) overwhelmed with work.

Apr 27 2021
Best Practices for Tickets with no Customer Response

Best Practices for Tickets with no Customer Response

How should a support agent deal with unresponsive users - who create tickets and then don't respond? ITIL tells us an incident should only be closed by the user who created it. Otherwise the ticket should be put "on hold". But in reality... There's only so much you can do:

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