Celebrating 7+ years - with Helpdesk Habits week
Last week was Helpdesk Habits week on LinkedIn.
I wanted to summarise what I announced in one post here.
I can't believe it's been 2,842 days since the first version of the paperback book, Helpdesk Habits went live.
All this week, I'll be sharing announcements, feature releases and a special offer around the book and the online certification.
The original concept was simple.
I wanted to take everything I'd learnt from building Customer Thermometer - the world's first 1-click feedback tool - alongside hundreds of conversations with business owners, and turn it into a book.
I realised that not everyone naturally thinks and acts like me (which is, of course, a big relief). Customer experience runs through my bones. It's pretty much my only super skill. I obsessively observe experiences wherever I go - hotels, airlines, shops, businesses - and think about how situations could be improved.
I wanted to help people realise the power of human customer service.
I also wanted to give them a framework for change, and was able to do that, thanks to the inspiration from Charles Duhigg and James Clear's work on habits.
Since then, I've been lucky enough to stand on stage and talk about these concepts in:
- Australia
- Trinidad
- US
- UK
- Canada
- Philippines
- Germany
📘 My little book has now sold over 5,000 copies. It isn't exactly Atomic Habits, but it still makes me proud.
🎓 I originally set out to certify 10,000 technicians. This morning, the online program issued its 5,194th certification.
I'm over halfway.
AI now seems to be in every corner of LinkedIn and the IT industry. So I'm going to defend my corner - human customer service - passionately.
AI and tech are great levellers - they can make every MSP look and sound the same. I truly believe that to differentiate, you need to focus on the people working alongside the tech stack, balancing the IQ with the EQ.
Day 2's announcement
Today I'm announcing two new editions of the Helpdesk Habits book.
The original was released on 8th January 2019 - before Covid, before mainstream AI and before, well, Boris.
The core of the book hasn't changed - the content is evergreen. But there are a good few updates to the manuscript, including a tribute to my Dad.
He was the inspiration behind a couple of the habits. Sadly, he passed away on 19th August. It was good to re-read the references to him and update the words accordingly.
Thank you, Dad. ❤️
What's new:
🎧 Audiobook - now available (not read by Paul Green, sadly - I couldn't afford his rates).
📘 New paperback - printed on Amazon's new recycled paper format. I have a copy and I really like the feel of it. It's (according to Amazon) 27% lighter than the original, uses less water, bleaching and chemical treatment, and produces at least 15% fewer CO₂-equivalent emissions than standard paper stocks. That has to be a good thing, doesn't it?
📕 Hardback - for true Mark Copeman fans (there are at least 3 of you out there).
📱 Kindle - still available, of course. One day I may see them in an airport WH Smith. Until then, they're all on Amazon.
🤫 A little-known secret: buy a copy in any format and you might just find a discount code for the online program in the back - as a little thank you.
Day 3
On 3rd September, the Helpdesk Habits platform was completely reimagined. It was time - the previous platform was holding customers back.
A lot has changed.
For your technicians:
🆕 Habit of the Week - focus on winning streaks 🆕 The 4Rs board - a shared wall celebrating team wins 🆕 In Real Life scenarios (optional) - short exercises team leaders set to simulate customer requests
- 5 Response Coach credits per user with each seat (more on this tomorrow)
- 60 bite-sized HD videos (4.5+ hours in total)
- Certification exam and personalised certificate
- ACETS progress pyramid for every learner
- 70+ desktop wallpapers for embedding habits
- "Essential customer service phrases" swipe file
- Resource library - podcasts, talks and articles
For team admins:
🆕 Team dashboard - who's started, stalled or certified 🆕 One-click nudges for learners who need a push 🆕 Subteams, plus self-service licence deletion and reassignment 🆕 Optional 2FA for admins and/or team members 🆕 Self-serve licence purchase with automatic volume discounts
- Certificate register and CSV export for audits
Want to see it in action? There's a page below just for you, with bonus screenshots
(If you're a fan of The Office US, you'll really enjoy that page.)
Trialled the service in the past? This might make you look again.
Day 4
Today I'm introducing a brand new feature on the reimagined Helpdesk Habits platform: Response Coach. 🤖🤝🧑💻
Users have told me it's "awesome" - which makes me very happy.
Here's how it works: ⚙️ Admins define your company's tone of voice, which applies to every team member. ✍️ Technicians can either:
- Paste in their own response and get it critiqued against the Habits, or
- Paste in a customer's (redacted) ticket and get a suggested reply - in your company's style.
The technician is still the one who sends it. The AI just coaches.
I've been genuinely blown away by how well it works - which is why I want to shout about it.
🎟️ Usage credits are included with every licence, and it's easy to top up.
Take a look at the images, or see it in action here
Day 5
As promised on Monday, today's the day for offers.
If you've been following along, I hope you like the idea of levelling up your team's EQ alongside their IQ.
Get this right and your helpdesk (and your wider team) will start to generate the 4Rs:
Reviews Referrals Recommendations Renewals
Two offers go live today, for new AND existing customers:
📘 Buy two or more Helpdesk Habits licences for your team, and I'll send you a signed copy of my book, MSP Secrets 2, as a thank you.
🎁 Refer 5 or more businesses who sign up for a trial, and I'll send you a $100 Helpdesk Habits voucher to spend on licences or Response Coach credits.
Full details are live now inside the app
That's the end of Helpdesk Habits week. Thank you for reading and indulging me.
To the 10,000+ people who've bought a book or used a licence - thank you. It means the world. I hope my experiences, and a slightly younger me in the words and videos, have helped you in some small way 🙏