Mike Heap

Mike Heap

Mike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.

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Mike is an experienced Product Manager who focuses on all the “non-development” areas of My AskAI, from finance and customer success to product design, copywriting, testing and more.

Previous experience

He previously built and sold No Code AI Model Builder, UCAS Statement Generator (both with his co-founder Alex) and Tweetstreak.
Before that, he worked at tech scale-ups, Limejump and Ki Insurance and spent 9 years at Ernst & Young in Banking and Capital Markets, first as an auditor (and chartered accountant) and then as an Innovation Lead focusing on applications of AI and RPA in audit.

Education

He holds a 1st class BSc in Maths and Physics from the University of Bath.

Hobbies and interests

An on-and-off fitness enthusiast, he has completed several marathons, an Ironman and the Dragon Ride and is currently just getting into indoor rowing and looking for new challenges.
His passion away from AI lies with food, cooking most days and eating out at new restaurants most weekends.

Contact Mike

You can find him on LinkedIn and Twitter or email him here.

Learn more

You can learn more about Mike’s background and story by visiting these links:
Interviews
Podcasts
How to Run an AI Customer Service Pilot: The 30-Day Plan

How to Run an AI Customer Service Pilot: The 30-Day Plan

An AI customer service pilot judged on one day-30 resolution rate can fail the wrong vendor. Take three readings and decide on where the rate is heading.

Migrating Off Gorgias AI Agent (Without Leaving Gorgias)

Migrating Off Gorgias AI Agent (Without Leaving Gorgias)

Migrate from Gorgias AI Agent and keep Gorgias, your macros, rules and ticket history. What moves, what the bill looks like after, and the weeks you run both.

MCP server for customer support: How to add one to Claude or ChatGPT

MCP server for customer support: How to add one to Claude or ChatGPT

Add a vendor's public MCP server for customer support to Claude or ChatGPT with one web address, then ask it about pricing, helpdesk fit and setup.

Does the AI Resolution Rate Hold at 30,000+ Tickets a Month?

Does the AI Resolution Rate Hold at 30,000+ Tickets a Month?

148 of 195 published AI resolution rate benchmarks never say how many tickets they cover. We cut the 47 that do, and high volume shows no sign of a drop.

How AI Changes Your Customer Support Staffing Model at High Volume

How AI Changes Your Customer Support Staffing Model at High Volume

The old customer support staffing model counts agents per thousand tickets. At 60-80% AI resolution, forecast four lines instead. Only one of them hires.

Customer Support Capacity Planning for a Four-Hour Ticket Spike

Customer Support Capacity Planning for a Four-Hour Ticket Spike

Customer support capacity planning forecasts volume and staffs the peak. A four-hour spike breaks that. The gap in absorbed share, 26% to 90%, set each roster.

Support Cost Per Contact: How to Benchmark Yours at 30,000+ Contacts

Support Cost Per Contact: How to Benchmark Yours at 30,000+ Contacts

Most benchmarks quote one cost per contact. Yours is a band, set by two prices and how much of your volume the AI finishes. Bands by vertical, at 30k+ tickets.

What to negotiate at your Zendesk or Intercom renewal

What to negotiate at your Zendesk or Intercom renewal

Everyone says get a competing quote and ask for a percentage off. In a Zendesk pricing negotiation the discount is the smallest of four lines on your quote.

AI Vendor Security Questionnaire: What Your Security Team Will Ask

AI Vendor Security Questionnaire: What Your Security Team Will Ask

Your standard form audits the company. An AI vendor security questionnaire adds what the agent can read, do and how you stop it. Nine, with our answers.

Help Center Audit for AI: 13 Checks to Grade Your Articles

Help Center Audit for AI: 13 Checks to Grade Your Articles

Most teams blame the AI when it answers wrong. The fault is usually the article. Our free audit skill grades every help center article A+ to F.

Scaling Customer Support: What Breaks Between 10,000 and 50,000 Tickets a Month

Scaling Customer Support: What Breaks Between 10,000 and 50,000 Tickets a Month

Most advice on scaling customer support reads the same at 500 tickets a month as at 50,000. Six things break without warning between 10,000 and 50,000.

How to Run Two AI Support Agents Side by Side on the Same Tickets

How to Run Two AI Support Agents Side by Side on the Same Tickets

Run two AI support agents side by side on the same tickets for two weeks, then hand-score fifty. Fin and Zendesk AI do not count a resolution the same way.