InSignal v. NoisebyKristin Aardsma·Dec 4, 2018The Support Side of DowntimeThere used to be a panicked feeling that would set in when we’d have any sort of outage or issue in Basecamp past — that stomach-dropping…
InSignal v. NoisebyKristin Aardsma·Oct 24, 2018People, Not Robots: Bringing the Humanity Back to Customer Support(Adapted from a keynote I gave at Lean Digital Summit in Lisbon this month.)A response icon6A response icon6
InSignal v. NoisebyKristin Aardsma·Jan 4, 2017Introducing Research & Innovation Days on SupportCustomer support is a double-edged sword and can be both rewarding and draining. Helping people feels good, but constantly empathizing with…A response icon3A response icon3
InSignal v. NoisebyKristin Aardsma·Nov 29, 2016From Inbox Zero to Inbox Comes SecondOften, the work I do feels invisible. I’m not building a feature or designing a website. I’m ensuring that our support team (a sect of tech…A response icon1A response icon1
