Business
Customer service is part of the product. Build it that way.
The experience of getting help shapes the experience of using a product.
The Scoop
Latest stories
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What a constituency help desk can reveal about public trust
Small interactions with public offices often shape how people understand institutions more powerfully than a speech or campaign promise.
TS Exclusive
Nation promises to read beyond the headline after one more headline
The commitment was immediate, unanimous, and scheduled to begin as soon as everyone finishes reacting to a story they have not opened.