Customer support teams often receive important information inside attachments rather than in the ticket itself. A customer may send an invoice, shipping label, scanned form, receipt, contract, or image containing details an agent needs before resolving the request....
Most Zendesk quality assurance (QA) programs run the same way: a team lead pulls a handful of closed tickets each week and scores them against a scorecard, usually somewhere between 2% and 5% of total ticket volume. The other 95%-plus closes without anyone looking at...
There’s a version of the AI-in-Support conversation that goes like this: AI handles the simple stuff, humans handle the complex stuff, everyone wins. It’s a reasonable starting point. It’s also incomplete enough to produce some genuinely bad hiring...
Most Support teams approach automation the same way: identify the high-volume, low-complexity ticket types, build the flows, and measure deflection rate. If deflection goes up, the project worked. The problem with that logic is that the deflection rate tells you how...
Most VoC reports don’t fail because the data is wrong. They fail because the data is packaged in Support language for a Product audience, symptoms without scale, volume without cost, complaints without context. Product nods, files it, and moves on. Whether...
Most teams I talk to think they’ve “done AI” once agents copilots, summaries, tagging, and documentation help are live. That is a great start, but that’s the baseline now. Not the destination. I’ve seen this a few times already: the first wave goes in and it genuinely...
