Essays on customer conversations, support, product, and craft
Support — 12 min read
Chat is the fastest way to help someone mid-task — and the easiest thing to staff badly. Here is how the strongest teams size coverage, write their first line, and measure whether a conversation ended well.
Rosalind Okafor
VP of Customer Support, Thornwick
Product & Design — 5 min read
Thornwick's product principles: building things people feel obliged to keepProduct & Design — 15 min listen
Thornwick's product principles: shipping solutions that fit the billNews & Updates — 5 min read
Built for you: deeper customisation, workspace controls, and audit trailsProduct & Design — 19 min read
Reaccelerate: finding the next engine of growth inside your businessSupport — 24 min listen
What if you built an experience so unambiguous that nobody ever had to write in?
Emmett DoyleAudio Content Producer, Thornwick
News & Updates — 9 min read
The editorial team collects the twelve months that mattered on the blog and in the podcast feed — from the documentary series to the reader mail we argued about most.
Priya RaghunathanSenior Managing Editor, Thornwick
News & Updates — 3 min read
We were named again among the strongest options across a dozen customer-service categories in the winter round of Cresswell's independent buyer reports.
Noor HaddadPrincipal Customer Advocacy Manager, Thornwick
News & Updates — 5 min read
Expectations have moved faster than most support teams have. We put the question to 1,180 shoppers across four age groups to find out what they now consider a reasonable wait, a reasonable channel, and a reasonable apology.
Rosalind OkaforVP of Customer Support, Thornwick
News & Updates — 30 min listen
A gathering of the sharpest arguments, quiet admissions, and business lessons from twelve months of guests.
Emmett DoyleAudio Content Producer, Thornwick
News & Updates — 7 min read
A walk through everything we shipped this year — including the features that came straight out of complaints readers sent us in March.
Ingrid VasquezDirector of Product Marketing, Thornwick
Marketing — 22 min listen
Venture capital looks impenetrable from the outside, so this week's guest walks through what actually happens between the first email and the wire.
Emmett DoyleAudio Content Producer, Thornwick
Product & Design — 50 min listen
A new class of assistant arrived and every roadmap in the category had to be re-argued. Two of our founders sit down to work out which parts of the old plan survive contact with it.
Cormac ValeCo-founder & Chief Strategy Officer, Thornwick
Anselm BoatengDirector, Machine Learning, Thornwick
Support — 8 min read
There is always a moment where support has to stop reacting and start planning. Three questions to settle before you commit the headcount.
Tessa LindqvistBrand Editor, Thornwick
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