Every article posted here is great but some are just a step above. The series below are some of the best ones I have. The first goal of Support Ops is to teach how to do support right. Consider these series as mini-courses in the art of support.
These are the heartbeat of Support Ops. My hope is that you find them helpful. Read through them at your own pace. Bookmark them so you can refer back to them whenever you need. Share them with your team and others you talk to.
Here are the series that I’ve got so far (both finished and in the works):
The Email Mashup
I start with a typical feature request email and work through each part of it to make it better.
UserConf in Review
A series of questions that our Q&A panel got at UserConf 2012.
Lessons from the Classroom
A few things that I learned about support while learning to be a teacher.
Support teams go head to head in how they help their customers.
Customer Support App Reviews
A look at various customer support apps in the search for just the right one.
Customer Support Tools to Use With your Support App
A look at apps and products that aren’t core to interacting with a customer but do help make it easier on the customer and the support team in some way.