Customer Care is different when you’ve actually worked in it.

I’ve worked across Customer Care from almost every angle.

I started face to face, then moved to chat and email, back office, management and quality.

I saw the same operation over and over, but with different eyes each time.

As the person facing the customer, I saw one side of the problem. Shifting to behind a computer, I saw another. In back office, I could see what happens in the background. In management and quality, I saw how all those pieces came together.

That’s what eventually led me to start building the solutions I wished I had in the very beginning.

Start with the problem, not the tool.

A lot of businesses already have tools. The problem is that the tools don’t always solve the problem they actually have, so we start with the operation.

We look at how the team works, what customers are asking, where things slow down and where people have to rely on memory or workarounds.

Then we decide what makes sense. Sometimes that’s a process, or it’s a better way to measure the work. It can be a tool that already exists. And sometimes: