Everyone talks about AI in customer support like it’s a finish line. You implement it, your ticket volume drops, your team shrinks, and your costs go down. The before and …
There was no ticket for it. No project brief, no roadmap item, no manager who pulled me aside and said this needs to exist. The QA process I built for …
Most people in customer support are trained to close tickets. Move fast, resolve the issue, hit the metrics, next. The goal is throughput. The measure of a good day is …
When a customer interaction goes well, nobody thinks about why. The answer came quickly. The problem got solved. The person on the other end felt heard. The customer closes the …
Most Help Centers are an afterthought. Someone on the support team writes a few articles during onboarding, a manager asks for a FAQ page before a product launch, and then the whole thing gets left alone for …