Hello, I'm Mat.
Tracky Dacks is a collection of articles about customer service. Not the "outsource it to a phone centre in Manilla" type of customer service, the "treat your customers like you'd like to be treated" kind.
If you work in customer service for a web app, or an online store, or a content website, then Tracky Dacks is for you. If you head up a team of customer service people, or you build a product or service and you care about your customers, then this is for you too.
I'm Mathew Patterson, and I spend my days preaching the good word on customer service at Help Scout, makers of great customer service software. You'll see articles and videos from me primarily on the Help Scout blog.
From 2006 to 2016 I looked after the customer service team at Campaign Monitor.
After more than 50,000 conversations with customers over the last 10 years, I've made just about all the mistakes you could imagine, and some you probably can't imagine.
I've also developed a lot of knowledge about what works and what doesn't work when it comes to treating customers well, and to building a culture of customer service.