zacharybk

I 100% agree that no one uses your product to watch a walk-through, they’re there to do a job. The author primarily talks about new user onboarding.

While they do make the point about introducing new features, they don’t address how to make an interrupt-driven announcement successful with existing users.

Has anyone seen a good way to make ongoing update announcements

This is incredible, thank you for putting in the time to create it.

That’s fun, what did you do on your first date? Ironically, there was also one called how about we.

Taking Cara babies

They’ve also been hiring for a few of the same roles for over a year.

Does it use Intercom’s interface or Intercom’s AI to answer questions? There’s a huge difference.

I’m curious what you’re using, it sounds awesome!

What bot do you use?

This is because the tools that CX teams have been provided by companies like Zendesk or Intercom are no more then IFTTT widgets. These tools are rigid and scream RTFM because they’re incapable of taking action or providing anything specialized to your situation.

What you want is to be understood and treated like you’re a human with unique needs. You need someone or something to look up your account data, listen, and to act based on your situation. The current tools were never built for this.

The next generation of these CX tools will deliver this. Here are ways that they will be dramatically better for customers and companies: - They will learn from successful interactions in the past and mirror those outcomes - Handle customer interactions based on company policies such as escalating bugs - They will surface new insights for the company - Won’t hallucinate

When you watch any CX agent do their job you’ll witness them utilizing 4-5 SaaS applications to get a simple answer for a customer. The hurdle to adopt Generative AI in a company will require that companies care to build read/write APIs for these tools to utilize.

It would be awesome to hear/see more about the system you built to auto-generate and submit evidence. This is a huge pain for many companies which an open source tool could solve.

It partially depends on your climate. I’m in Portland, Maine, so for us, we have a natural gas furnace with radiators, but they’re heavily supplemented by a few heat pumps. For us, the temperature frequently gets very low in the winter, sub 10°F, and this is the point when heat pumps aren’t as efficient. An ideal set up in a small home could be heat pumps running off solar and a woodstove for when it gets really really cold.

Similar to many others here I grew up with candlepin in Bangor, ME. While there was a tenpin lane, I also never went until post-college.

We actually had my cousin’s birthday party at a candlepin lane call Big20 in Scarborough, ME last week. It’s a great spot!

I’ve been using Dashlane for a few years and I’ve been above-average happy. Here’s a blog post on how to make the move: https://www.techrepublic.com/article/transfer-passwords-last... Referral link for Dashlane: https://www.dashlane.com/en/im/jLhbGWdXVSnR

I actually heard back from them today! Crazy how long it took them

Do they blame this one on the lowest level recruiting employee who “must have forgotten to do their job”? That’s as plausible as what SBF’s defense will be.

Different companies clearly have different legal teams giving differing advice. I found this one fascinating:

“If you are a Colorado or New York City resident and this role is a remote role, you can receive additional information about the compensation and benefits for this role, which we will provide upon request. Requests can be submitted here.“

link: https://docs.google.com/forms/d/e/1FAIpQLScOlYgPtpG56uqO0O9j...

When I submitted my information I did not hear back, which does feel like a blatant violation of the law(s)

Is anyone aware of a commercialized app that enables team learning through spaced reputation? Say for a support team learning a new process or skill where the learning can be heavily curated?

Thanks in advance.

Slack was, and is, a business tool; It was never intended for communities (though they clearly didn’t discourage this type of usage).

In Lenny’s podcast (link below), you can listen to Slack’s former head of product and growth, Merci Grace, talk about why they never implemented a block feature. The answer, like this 90 day limitation, is obvious once you look at it from the lens of a business tool.

When you mistakenly look at Slack as a community tool, this change is bound to upset you. On a personal level, loss aversion sucks, and I’m sorry to lose all of the slack history that my wife and I had.

https://twitter.com/lennysan/status/1546515666420649984?s=21...

I’m sure people mean Google Sheets, not Excel, because it’s shareable. Some tips based on my experience: -Search for pre-built sheets to get an idea of how to build things out for your company -Build with ways to easily adjust headcount, salary, start dates -Factor overhead separately from salary -Version control/who’s allowed to edit is important -Know that it won’t go exactly to plan, so don’t worry -Tools like anaplan are just as hard to use as sheets, and cost a lot of money, avoid them for as long as possible

Location: Portland, ME Remote: Yes Résumé/CV: https://www.linkedin.com/in/zacharybk https://www.zacharybk.com/

Zach here. I'm an experienced Customer Success, Experience, and Support leader in SaaS/Infrastructure and e-commerce. I grew and lead DigitalOcean's Support Team from 2014-19, helping the business grow to ~$250m ARR, while leading multiple functions along the way.

I'm looking for a Business Operations or Customer Success Leadership role at an early-stage company, remote from the US.

Get in touch if you're looking for an experienced leader who can help your business scale.

Firefox fixed this for you. They bought pocket and turned it into a paid product.

https://blog.mozilla.org/en/mozilla/news/mozilla-acquires-po...

Sounds like a shit site to trust in the first place: ""Apple is rated "Poor" with 2.2 / 5 on Trustpilot"

Wild Alaskan Company | Multiple Roles | Full-Time | Remote [US] | https://wildalaskancompany.com/careers

The Wild Alaskan Company offers an online direct-to-consumer membership service for premium wild-caught seafood. Our mission is to accelerate humanity’s transition to sustainable food systems by fostering meaningful, interconnected relationships between human beings, wild seafood and the planet. Our values keep us focused on the mission while having fun building a custom ecommerce platform.

We're hiring for roles across the company. Please feel free to reach out if you have any questions:

- VP Product - Member Experience Specialist - Product Manager - Fulfillment Manager - Logistics Category Manager - Content Strategist

Lots of <3 to the DO-crew...For anyone looking for work, I put together a post with resoures / thoughts on starting a job search.

https://customerexperience.substack.com/p/find-your-dream-jo...

- Zach (Former DO employee)

Hi treis - All DO customers have always received free, 24x7 Support. Of course, we're working on being as responsive as our customers deserve. A few months ago we also implemented a new paid Premier Support tier which features a live channel with 30-minute response times.

Here's some more information for anyone who's interested - https://www.digitalocean.com/support/#PremierSupport

Thanks, Zach, DigitialOcean Support

Hey terryf - Zach here from DO. If you ever encounter an issue that you don't feel is getting the proper attention feel free to reach out. We constantly engage with developers on social, which is primarily Twitter, and we don't look at follower count to determine who to reply to. If for whatever reason you don't get the help you need, you can always email me directly (first name at).

Thanks, Zach

Hi Sladey - Zach here from DO. I'd like to help you out and investigate what might be going on. Can you send me an email (first name at) and I'll investigate right away?

Thank you, Zach

Hey metildaa - Zach here from DO support. It is accurate that that do not currently support PayPal subscriptions, this certainly isn't the overall experience that you should be having. Can you shoot me an email (first name at) and I'll look into this for you?

Thank you! Zach

Hey Sneak - I totally agree* :) We've already started efforts between Support and Security leadership to leverage the 24/7 structure of Support. Our goal is that no one will ever need to use social as an escalation path, and our new Support Engineers who are joining in mid-June and early July will be part of this a reality for our customers.

Email received, followed up on, and account credited.

-Zach