Your help center used to be just documentation and a place for customers and support agents to find answers. Now, it’s the thing your support bot reads to answer customers, and it never stopped being documentation. This means every article now has two...
In customer support, first touch is always important. But follow-up often gets underestimated when teams talk about what creates a strong customer experience. At small volumes, the processes around follow-up are trivial. The agent sends the key message, the customer...
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...
Automated ticket routing is what most support teams say they want, but almost none of them actually have. Most teams assume building the taxonomy is the hard part. It isn’t. The hard part is training that taxonomy to drive real operational change. You...
Only a few short years ago, support agents were essentially writing novels. Day in and day out, a huge part of the job was typing long replies. Some tickets were simple one-line answers. Others required a growing list of diagnostic questions. And some were heavy...
