In order to have a human voice you need to be calm. This is our humble attempt to show you how.

  • Basecamp’s chat sucks

    November 21, 2019 by

    And I like it. But first, a little history. Back when I started at GitHub, we were using Campfire. 37signal’s standalone chat service. In fact, GitHub hired me through a Campfire interview—around 2010. After some time of using Campfire we wanted to create our own chat app, and also make it a product. We started… Read more

  • Don’t be sorry

    October 14, 2019 by

    It is rather common to see support people apologizing to customers. Some are in the habit of doing it almost every single time. Maybe it’s part of their standard response template. You better avoid apologizing every single time. There is a danger your customers develop resistance. The more times you say “I am sorry for… Read more

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