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Emma Fletcher

@emmafletcher.bsky.social

620 followers 130 following 340 posts

Self-Employed since 2022 running niche internet business, my family doesn't understand how I make $$$ Making DIY soldering kits -> learntosolderkits.com Helping biz owners with emails -> evergreensupport.co Previous life software engineer, still a nerd

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Emma Fletcher @emmafletcher.bsky.social · 5d

Very important visitor at the office today

meow

Emma Fletcher @emmafletcher.bsky.social · 15d

Two of my favorite people together IRL! 😍

Emma Fletcher @emmafletcher.bsky.social · 18d

Personally I like left better, I always find human faces a bit odd in logos

But who is your target market? Those will be the best people to ask, they might have very different taste than rando bluesky users :)

Emma Fletcher @emmafletcher.bsky.social · 19d

Love the black & white dress! 😍

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Emma Fletcher @emmafletcher.bsky.social · 22d

Aww I absolutely LOVED my Tamagotchi as a kid, this takes me back 🥹

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Emma Fletcher @emmafletcher.bsky.social · 22d

Been hearing for 3 years how AI will replace my human support service and yet people keep hiring us 🤷‍♀️

Most see it as a differentiator now to have an empathetic, human team helping customers in a world where corporate support is overrun with chatbots

Ian Landsman @ianlandsman.com · 22d

This is part of the reason AI customer service is unlikely to completely take over. There's always going to be a competitive advantage in actually listening to customers. For some situations, that's not important (or the co. doesn't care), but often it still is. seths.blog/2025/09/to-b...

To be heard

Big company customer service has evolved to be pointless, a useless shadow of its former self. Big companies can’t take responsibility, only humans can. And when we depersonalize our interact…

seths.blog

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Emma Fletcher @emmafletcher.bsky.social · 25d

Communication is key! When people hear back from a real, empathetic person that the issue is being work on it totally changes the game. Even if you haven't been able to fix the problem quite yet.

Luca @lucarestagno.com · 26d

As a SaaS founder you’re also tech support.

Users forgive bugs, they don’t forgive silence.

💡 Reply fast, even if you don’t have the fix yet.

What’s the weirdest support ticket you’ve ever received?

Emma Fletcher @emmafletcher.bsky.social · 25d

Weirdest was definitely the person who took a screenshot of our response, used AI to edit the screenshot so it said they could get a free product, and then sent it back to us as "proof" and argued we should give it to them for free cause we said we would???

Uh... we have the chat logs...

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Emma Fletcher @emmafletcher.bsky.social · Aug 30

Love it! Keep on shipping 🚢

Emma Fletcher @emmafletcher.bsky.social · Aug 29

This is great advice!

Few people who want to start a SaaS company know just how much time ends up being spent on support and accounting/bookkeeping

Emma Fletcher @emmafletcher.bsky.social · Aug 27

We just exist to serve our cat overlords, its true, that is what my cat told me

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Emma Fletcher @emmafletcher.bsky.social · Aug 27

Welcome to the Android club! 🤖

Emma Fletcher @emmafletcher.bsky.social · Aug 27

"Hi - I'm in a bind where the web page I have isn't working and my programming AI is saying it's this issue. Might you be able to help me decipher this?"

My least favorite type of customer support ticket. Consistently includes made-up features and incorrect steps.

Emma Fletcher @emmafletcher.bsky.social · Aug 20

Congratulations on doing the hard thing! It will get easier each time 👏

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Emma Fletcher @emmafletcher.bsky.social · Aug 20

every time I login and quickbooks has made an update a little bit of me dies inside

Lianna Patch @punchlinecopy.com · Aug 18

it's incredible how every update intuit makes to quickbooks online makes the user interface worse. i thought it was already the worst it could be but somehow they have done the impossible and made it even harder to navigate! honestly impressed

Emma Fletcher @emmafletcher.bsky.social · Aug 13

If you think your customer inbox is bad, just know there is always someone else out there who has it worse

I'm completing this audit right now but am struggling to not just immediately start responding to customers - I want to help!

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Emma Fletcher @emmafletcher.bsky.social · Aug 8

I think so too! I have yet to have a client replace us with AI (it could happen in the future) but I have had a few who replaced AI with us, so I think the human approach is still winning

Emma Fletcher @emmafletcher.bsky.social · Aug 8

Such ✨efficiency✨

Emma Fletcher @emmafletcher.bsky.social · Aug 4

So true!

Financial/Accounting/Taxes - even working with an accountant, you still need to understand the basics and you need to be able to set a good financial strategy for the business/yourself

I always tell people who want to start a business that they better enjoy balancing the books

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Emma Fletcher @emmafletcher.bsky.social · Aug 1

One of the weirdest (but most fun parts) of running Evergreen Support is embedding myself into totally different businesses that I have never considered before and learning all their lingo and quirks

Today I am learning what part of a ring is the "shank" - never thought I'd need to know that

Emma Fletcher @emmafletcher.bsky.social · Jul 29

We have now reached the point where people don't even believe that we would build a company around human support

And yet here I am, still hiring people and still answers tickets the "old school" way

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Emma Fletcher @emmafletcher.bsky.social · Jul 29

Them: So your website says you do 'human support' - but you actually use AI behind the scenes right?

Me: Nope, no AI

Them: But you write software... why use humans?

Me: Cause I prefer human support over AI

Them: I don't understand 🤯

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Emma Fletcher @emmafletcher.bsky.social · Jul 25

Personal Pet Peeve: When the AI "summary" is just as long as the original email

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Emma Fletcher @emmafletcher.bsky.social · Jul 23

Haha there will be a new process to improve tomorrow, I am sure, it is the only constant in my life 😆

Emma Fletcher @emmafletcher.bsky.social · Jul 22

3 years in on Evergreen Support and I still have (many) days where I think to myself:

"why didn't I think of a process/standard for this before? the way we've been doing it is so disorganized"

😅

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