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March 2025
A simple search for a 4K monitor returned 283 pages of results. I left and bought it somewhere else in four minutes.
Blog
Writing from SwiftHQ on customer service, operational discipline, and reducing friction.
Customer Support Isn't Broken. It's Friction-Heavy.
December 2024
Customer support is rarely broken. It is burdened by friction that accumulates quietly across tools, handoffs, and process.
Speed as a System Property
December 2024
Speed in customer support is not about urgency. It is about removing resistance from the path between question and answer.
Clarity Over Volume
December 2024
Customer support systems fail when they optimize for volume at the expense of clarity. Clarity scales, volume accumulates.