Nicolas

GM @

[Nicolas @Nicolas_Morvan]

I can assure you that I wasn’t thinking of any business matter when I took this photo 🧘🇫🇷

[Nicolas @Nicolas_Morvan]

Good documentation is like flossing. Nobody wants to do it, and the consequences only show up six months later when everything starts hurting.

[Nicolas @Nicolas_Morvan]

@sp_archer_007 Just activated it for you ;)

[Nicolas @Nicolas_Morvan]

Are you actually hearing the signal in the middle of the noise? Probably not, so we built an MVP

Our users can now see which clusters of questions are being discussed across their community

It helps teams surface recurring friction and gaps. Next: extending this to ticket data

[Nicolas @Nicolas_Morvan]

What nobody tells you when you work in customer service: people have a thousand and one ways of asking for help (not just different channels).

[mava @mava_app]

Wishing you all a great week at @consensus2026 🌴

[Nicolas @Nicolas_Morvan]

A lot of companies have one person doing both CM and CS, and it's quietly breaking both functions.

Community management is about engagement, vibes, channel growth. Customer support is about resolution, accuracy, speed.

Different jobs, different metrics, different brain.

[Nicolas @Nicolas_Morvan]

Your support team is the smoke detector.
Your product team treats it like the ceiling fan.

[Nicolas @Nicolas_Morvan]

I'd rather have an AI tell me it can't help me and suggest I speak to a human than have it try to pretend to be helpful

[Nicolas @Nicolas_Morvan]

@sobedominik Can you sit at the back in these?

[Nicolas @Nicolas_Morvan]

@thepatwalls They say there's no such thing as bad publicity

[Nicolas @Nicolas_Morvan]

Managing AI is like raising a child: you're proud when it goes to the bathroom on its own, but you're still the one who has to wipe

[Nicolas @Nicolas_Morvan]

@syswarren Right, guardrails are more important than anything else right now

[Nicolas @Nicolas_Morvan]

@Jashanx_gill The world would be healing

[Nicolas @Nicolas_Morvan]

@AlsieLC Will we ever be?

[Nicolas @Nicolas_Morvan]

I inserted myself in a Windows XP desktop background without AI

[Nicolas @Nicolas_Morvan]

"If we write docs, we'll get fewer tickets."

Docs aren't a way to avoid support, they're the foundation every support layer depends on.

Without good docs:
- AI hallucinates
- agents improvise, so users get inconsistent answers
- new hires take 3x longer to ramp

[Nicolas @Nicolas_Morvan]

Most SMBs founders i talk to are still personally answering support tickets at midnight. They think it's a badge of honor.

It's a bottleneck disguised as work ethic, because when the founder is the support, you cap your growth at the founder's bandwidth.

[Nicolas @Nicolas_Morvan]

Most "AI support" pitches are wrong about the same thing: they treat the AI as the support. It's not, it's the first 60% of the support.

What actually decides whether AI helps or hurts you is the handoff. Its most important skill is knowing when not to answer.

[Nicolas @Nicolas_Morvan]

AI could never

[Nicolas @Nicolas_Morvan]

What's your score?

https://t.co/Etp8S8cJFa