Category Archives: Support: Behind the Scenes

We’re big fans of spicy food here at PBwiki and so today we set up a contest at the office to see who can take down the spiciest hot sauce within a set period of time. The rules: We used the following hot sauces (generously provided by TK): Round 1: Dave’s hurtin’ Jalapeno Round 2:Continue reading “PBwiki – A typical day at the office”

I’m nearing my first two months here at PBwiki and as they say, time flies when you’re having fun! We’ve come a long way since I started: We’ve setup support metrics and begun measuring the team (and the company) wherever possible We’ve added 2 more great people to round out our support team We’ve improvedContinue reading “Putting Customers First”

As most of you know, we recently locked up our forums and started a new community discussion space here. A number of you emailed me directly asking for more insight into how we made our decision here at PBwiki. So, rather than send out a mass email, here’s the answer: The problems with classic forumsContinue reading “Support Happenings: Satisfaction”

We just added two more folks to our support team (Welcome, Casey and Rachel!) and I wanted to talk about the choices we made along the way. We could hire support folks to do one of two things:  Do their job and go home. Do their job exceptionally well, make customers love PBwiki even more andContinue reading “How to spot your next (support) hire”