Mark Copeman
Creator of Helpdesk Habits
Founder of Wisecurve
Event host & speaker
Video presenter
Mark is the creator & author of
Helpdesk Habits
Helpdesk Habits is an in-a-box, customer service video training program and book.
Mark wrote the book in late 2018, based on his experiences of working with 100’s of IT support and customer service businesses during his career at Customer Thermometer. He’d always wanted to write a book. Now was the time.
It was published in January 2019, briefly hitting the best-seller #1 slot.
In May 2019, Helpdesk Habits was launched as a 5 hour, 60 video online program and harnesses the power of habit creation to get real results for customers.
It aims to inspire teams on ‘why’ and ‘how’ to adopt and embed a brilliant customer service ethos.
It’s perfect for onboarding new recruits … transforming teams with room for improvement … or just for raising your game.
“Helpdesk Habits shortcuts experience” is his current favourite testimonial.
“As someone who runs an IT company with a helpdesk,
I can see this becoming a user guide for our staff,
both current and future.”
– Amazon reviewer
Founder of Wisecurve
Mark is obsessed by habits. The science of our brains explains precisely why it’s so hard to make change in both our personal and business lives.
Mark’s new agency, Wisecurve is a content and product studio which writes and produces bespoke video series to embed culture and tactics, form habits and make real change in your audiences.
Wisecurve works with HR teams, change organisations, IT adoption and subject matter experts wanting to create a habits programme to sell.
One of Wisecurve’s first ventures, is Pilates Habits and boasts over 500 members, all aiming to improve their fitness and wellbeing each week.
“I’ve never had the guts to do this before – but it just felt right. I felt confident in your hands, because you know what you’re doing.
I feel elated … because you believed in me.”
– Jo Tuffrey, Pilates instructor
Event host & speaker
With a career which has involved holding a microphone since the age of about 15, Mark is now an established speaker and conference host.
He can be often found hosting conferences and facilitating panel discussions, webinars and podcasts. His specialist are is the IT sector.
As the author of Helpdesk Habits, Mark is also asked to speak around the world on all things customer service and habit creation. His current speaking engagements are here.
“Mark has been a joy to work with. It was standing room only for his presentation and the co-branded book was a huge hit.
We’ve already invited him back next year.”
– Jim Lippie, SVP, Kaseya
Video presenter
Mark has been presenting corporate videos since 2007 when he started his first video agency. You can view his showreel right now.
With a focus around IT and telecoms, he’s worked with the likes of BT, Colt, PWC, Fujitsu, Trend Micro, VMWare and Symantec.
He’s been subtitled in Arabic for internal customer service training around the UAE and he’s travelled the USA interviewing for the pharma industry.
Happiest in front of the camera or with a microphone in his hand, Mark is available for ongoing or one off presenting roles.
Vital statistics.
2
children
(one of each)
38
countries
visited
47
birthdays
so far
300+
videos produced
or presented
Biography
Mark is married with 2 children and lives in the village of Bray, the home of 50% of the UK’s 3-starred Michelin restaurants.
He is is the author of the book, Helpdesk Habits and the creator of the online customer service video program of the same name. He is a regular conference speaker on the subject of customer service and the power of habits.
His agency, Wisecurve, focuses on creating habit focused video training.
Mark is also is a video presenter and conference host in between consulting for IT businesses, where he focuses on content, sales and marketing.
He loves to cook and run, but not necessarily at the same time. Mark also mentors young people for the brilliant Prince’s Trust.
A serial entrepreneur, in April 2018, Mark sold his 50% share in the 1-click customer satisfaction SaaS tool, Customer Thermometer, after 8 years of growth.
He started Customer Thermometer in 2010, with his co-founder Lindsay Willot and built the business up to 1,000+ customers, winning the likes of Facebook, Dropbox and Dollar Shave Club.
Initially creating and developing the service, he learnt the ropes by being Customer Thermometer’s helpdesk, before moving on to enterprise sales and focusing on the IT support marketplace.
Previously to Customer Thermometer, Mark built and sold two content marketing agencies, Twist Media in 2006 and 8:45TV in 2014.
During that agency time, Mark developed his skills both in front of and behind the camera, fronting various corporate TV productions and training videos.
As an early adopter of green screen filming in the corporate market, Mark’s YouTube channel has over 10,000 subscribers and 2.6 million views.
Mark began his career in BT, having been sponsored by them at Bristol University, where he studied Electronic Engineering and ran Bristol’s RAG charity efforts whilst DJ-ing most of the University’s major events.
He joined BBC Radio Bristol as a presenter, where he interviewed the rich and famous. Notably, Jamiroquai, The Farm (remember Groovy Train?), Shakespears Sister (when they were at #1 with ‘Stay’), Smith and Jones and the sadly departed Jeremy Beadle and Keith Chegwin.
Mark’s ‘other’ story
In July 1997, whilst living and working in Australia, Mark had one of those defining moments.
Whilst sat in front of a haemotologist, he asked the specialist (where he’d been rushed to that day), whether he was going to live or die. The specialist answered, “I don’t know”.
At the age of 27, he was diagnosed with the rare, Hairycell Leukaemia, which typically affects 60 year olds and upwards. After being part of a clinical trial, Mark has been in complete remission for 15 years.
The full story he wrote on his 40th birthday, is here.
