Amanda Cotter

Actually, you don't want to speak to a manager. Here's why.

I, as a manager, am going to be much, much worse at helping you than my team is. If you want to know why you really, really don't want my help, please read on.

5 insider tips on getting the best support experience

I've been doing support for tech companies for over a decade, and I've got a secret. A secret no one ever believes. Support staff really, really want to help you.

5 tips for effective customer support during a crisis

I've been working in customer support for 10 years (more if you count my retail work during my time in school), and one thing I can say for sure is that people in customer support exude empathy. Like, ooze it. It makes sense.