Every conversation about using generative AI tools in customer service seems to start with the customer-facing side: increasing deflection rates through chatbots. Draft replies faster. Heck, the AI can do it all — you’ll never need to touch a ticket again! While the...
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...
I’ll never forget the moment I truly understood what reliable support data was worth. We were a young product — barely a year old — and we’d just landed our first large client. They needed to run a high-stakes employee testing event for over 5,000 people in a single...
Everyone in customer experience has their niche. Some people live and breathe SaaS support, others are ecommerce specialists, and some are deep in the AI implementation weeds. Me? I’m a knowledge base person. I write them, I strategize them, I audit them, and I...
You spend an hour crafting the perfect help center article. Instead of drowning readers in 15 static screenshots, you’ve used animated GIFs to show exactly where to click, how the menu expands, and where that dropdown appears. The flow is crystal clear. ...
