Omri's Substack
Omri Ben-ShohamMy personal Substack
| Platform |  | Pricing | Only free issues | Publishes | Weekly |
|---|---|---|---|---|---|
| Issues | 15 | Founded | 3 months ago | Last Issue | 9 days ago |
| Active | |||||
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omribenshoham.substack.comLatest Issues
Ten Solved Tickets Are One Unsolved Problem
Support is the only function in the company that talks to people at the exact moment they are failing to use the product.
Not afterward, in a churn survey nobody fills in. Not beforehand, in a discovery call where the person is describing...
The Reps Nobody Scheduled
Something happened to on-call over the last few years that everybody noticed and almost nobody finished thinking about.
The easy incidents went away. Not all of them, but the boring middle of the distribution: the disk that fills up, the c...
Your Evidence Got Cheaper
A reviewer opens a sample of the system’s output, reads it carefully, and passes it. The sample is well organized. It is responsive to the request. It cites the right things in the right places. The reviewer has done this for two years and...
An Onboarding With No Offboarding
The pilot ends on a Friday. Somebody runs the teardown, the replica environment disappears, the scoped credential is revoked, and the ticket gets closed with a note saying the evaluation went well. That part works. That part almost always w...
Who Pays for the Call You Didn't Want?
The phone rings and the screen shows a number you don’t recognize.
In the second before you decide, you are running a security check with no inputs. You don’t know who this is. You have never transacted with them. There is no shared secret...
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| Subscribers | Engagement | 64 | Monthly Web Visits | ||
|---|---|---|---|---|---|
| Accepts Sponsors | Estimated Cost per Ad | ||||
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Authors
The writers behind this newsletter.
I build and lead engineering teams that ship AI products 0→1 | Co-Founder & VP R&D @ Dial
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