John Paul

About

I lead customer support for SaaS and subscription products. Live chat, email, and the knowledge base that stops both. The knowledge base is the part people underrate. Half of a support queue is the same eight questions, and every one of them written up properly is a question you never see again. I keep a note of what I answered this week and it becomes next week's articles. I have run a support desk with a team and I have been the whole desk on my own. Either way I would rather fix the cause than answer faster.