Mark Copeman
Creator of Helpdesk Habits
Author of MSP Secrets Revealed
Event host & speaker
Video presenter
“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
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 certification and harnesses the power of habit creation to get real results for customers.
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
Event host & speaker
With a career which has involved holding a microphone since the age of 14, 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 area 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.
“I had the privilege of hiring Mark to be our conference host.
Our customers, partners and team complimented him on his ability to come across as authentic and engaging. He had the ability to seamlessly tie every presentation and panel together with ease and true professionalism.”
I highly recommend Mark and will use his services in the future.”
– Rachel Neighbour, Marketing Director, Edenhouse Solutions
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.
Mark is also an advisor to small business – focusing on online presence, sales and marketing.
“Mark has been an invaluable asset to Dogsbody Technology and has bought the business on leaps and bounds from where it was.
I am so glad to now have Mark working with other areas of the business without me involves at all. I know we are in safe hands.”
– Dan Benton, Director, Dogsbody Technology
Biography
Mark is the founder of Wisecurve, which brings together a number of his ventures. He is the author of the books, MSP Secrets Revealed and Helpdesk Habits, as well as being the creator of the online customer service video program, helpdeskhabits.com.
He is a regular conference speaker on the subject of customer service and the power of habits. He runs TechTestimonials.com – the only video / written testimonial service dedicated to the tech industry.
Mark is also a video presenter and conference host in between consulting for IT businesses, where he focuses on creating content, sales and marketing.
Outside of the IT world, he owns an online fitness program, with his fitness instructor which is nearing 1000 members.
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.
Before 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 18,000 subscribers and nearly 4 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 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 loves to cook and run, but not necessarily at the same time.
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.
