Our First Customers: ZSA
Erez Zukerman shares the story behind ZSA's ergonomic keyboards, and how a small, design-led team runs support that matches the quality of their products.
See my work
Much of the work below was created for Help Scout as part of The Supportive — articles, podcasts, videos and talks I wrote, hosted, and produced for customer support professionals.
The Supportive Podcast
Season 3, Episode 3 · The Supportive Podcast
Relevance before brevity in support
A podcast for Help Scout featuring customer experience insights, practical tips, expert advice, and a bit of fun. I hosted, wrote, and produced each episode.
Subscribe: Spotify · Apple Podcasts · Overcast · RSS
Selected writing
Featured
How to Ride the Wave of a Fashion Trend
When a brand's demand outruns its systems, support breaks. A practical plan to stay flexible, spot trend signals early, and ready an escalation plan before the spike. Written for rethinkCX, July 2026.
Read on rethinkCX →Documentarians in a self-service-first world
Will technical writers still matter when AI generates docs and answers questions? How they stay essential by partnering with support and writing for AI. For KnowledgeOwl.
26 Customer Support Tips For 2026
Practical tips grouped by theme: back to basics, writing clearly, self-service, management, and navigating AI.
How to Maintain Your Knowledge Base
Why knowledge base articles quietly go stale, why it matters more now that AI reads them too, and how to build a maintenance process that sticks.
Your Support Career in an AI-Powered World
Four directions support professionals can take as AI reshapes the industry — up, in, ahead, or out.
Pennub's Day Off: Calling Out of Work Since 1250 BCE
An Ancient Egyptian workman's absence excuse, still on record at the British Museum — and what it says about record-keeping today. Written for Buddy Punch, June 2026.
How to Format Knowledge Base Articles
Contrast, white space, and headings that make docs readable.
- 26 Customer Service Interview QuestionsQuestions that reveal values, EQ, and problem-solving.
- Optimizing Support for Messaging ChannelsAdapting tone and staffing for mobile messaging.
- COVID-19's Impact on Customer Service VolumesData on the pandemic's early hit to support demand.
- Work For Customers, Not PersonasGet your whole company talking to real customers.
- When to Hire for Your Support TeamThe signals and metrics for timing your next hire.
- Emergency Response Tips for Support ProsA framework to prepare before a crisis hits.
- 13 Response Templates for Tricky Customer Service EmailsReady-to-adapt replies for the hardest conversations.
- Dealing With Abusive CustomersProtect your team without abandoning your values.
- Writing Your Own Customer Service Recipe BookDocument your team's approach so it gets used.
- Breaking Into SaaS SupportCareer answers for moving into SaaS support.
- The Best Role for a Second Customer Service HireWho to hire when your solo rep needs backup.
- 5 People You Need on Your Customer Support TeamThe archetypes of a balanced support team.
- Measuring Customer Service ROIConnect support activity to business outcomes.
I wrote a book. Don't read it.
A newsletter collection
For Help Scout
The Art and Craft of Online Service
A collection of Supportive Weekly newsletters written for people who care about support. Please subscribe!
Selected conference talks
Watch on YouTube ↗
Power-up Your Support Team to Create Better Documentation
Write The Docs, Melbourne
Short-form videos
Watch on YouTube ↗
Museum of Customer Support: The World's Oldest Complaint Letter
Watch on YouTube ↗
Top 5 Customer Support Songs
Watch on YouTube ↗
4 ways to avoid fragile knowledge in customer support
Watch on YouTube ↗
Soggy shoes, airport queues, and 5 To Dos for better support questions
Watch on YouTube ↗
Answer, Elaborate, Anticipate: A model for good customer support
Watch on YouTube ↗
Answer the Need, Not the Question
Watch on Wistia ↗