Blog

Writing about building Yetto and the craft of Support.

June 28, 2024 Expected vs Actual

Not now, we're too busy

Support is often 'too busy' to implement changes that could positively impact the team and the customers.

Brian Levine

Co-Founder, CEO

June 13, 2024 Expected vs Actual

The reverse Anna Karenina theory of support

Unhappy support teams have reasons to be unhappy, but they don't know what to do about it.

Brian Levine

Co-Founder, CEO

May 01, 2024 Expected vs Actual

Support work is done by teams of people -- not a collection of individual queue crushers -- and it takes diverse skills, dispositions, focuses, and areas of expertise to do well. The way we measure that work, however, doesn't reflect that.

Nick Cannariato

Advisor

March 21, 2024 Expected vs Actual

Conway's Law and Order

In an organization's hierarchy, the tools we use are a reflection of two separate, yet equally important, identities: the culture of the teams who build it, and the identities of the people they affect. These are their stories.

Brian Levine

Co-Founder, CEO

March 13, 2024 Release Notes

What's in a status?

Is this 'Pending'? 'On hold'? What does 'Closed' mean, again? Why are you making me think about this hundreds of times a day?

Nick Cannariato

Advisor

February 29, 2024 Expected vs Actual

AI can't do your job

AI isn't going to make your job obsolete. Capitalism might, but there are other options.

Brian Levine

Co-Founder, CEO

February 21, 2024 Expected vs Actual

Building and maintaining sources of truth

What is and isn't a source of truth and why that matters.

Brian Levine

Co-Founder, CEO

February 14, 2024 Expected vs Actual

Support is a dead-end job

Support is a bad job with no career path. Or so it seems if you look around. We can change that, but it won't be easy.

Brian Levine

Co-Founder, CEO

June 14, 2023 Internal Comments

You're already doing all hands support

From escalation-via-founder to sales calls and customers pinging employees on Twitter, your company is already doing all-hands support..they're just not doing it well.

Nick Cannariato

Advisor

June 07, 2023 Internal Comments

Stop doing all hands support

Company-wide all hands support is more harmful than helpful. It's become an industry standard for reasons that seem great on the surface. Those reasons don't hold up to close scrutiny. Let's scrutinize.

Brian Levine

Co-Founder, CEO

May 31, 2023 BCC