Irwin Brix

A new device hits the market and calls spike: setup questions, a handful of failed firings after the first firmware push, and a few customers repeating the same problem across chat, phone, and email. At the same time a shipping delay leaves some units arriving after their scheduled installation. The result is a stretched support team, confused…[Read more]

A week after a new product feature rolled out, the support inbox doubles. Customers who started on chat later call and email again because the answer in one channel didn’t include the context from another. Some requests need a technician on-site in a new market; others require answers in three languages. The internal team is already over c…[Read more]