Insights
The customer support field guide
Analysis, data notes, and how-tos across the whole craft — metrics, quality, people, ops, knowledge, tooling, trust, and AI. Key figures link to their sources; no vendor is paying for the verdict.
83dispatches in the archiveThe judgment calls no macro can make
A frontline field guide to exceptions, uncertainty, authority, and the moments when a polished saved reply is the wrong answer.
Jul 17, 2026 · 3 min read202682
- Analysis
The AI support stack, decoded for non-engineers
LLMs, RAG, agents, guardrails: the four-layer stack behind every AI support pitch, in plain language — plus the one question that reveals which layer you're actually buying.
Oct 22, 20264 min - Analysis
Net revenue retention is a support metric
The number that sets SaaS valuations — expansion minus churn — runs straight through the support queue. The evidence that service quality moves NRR, and how to make the case with it.
Oct 20, 20264 min - How-to
The escalation handoff: where AI-to-human breaks
AI now absorbs the routine, so the tickets that reach a human are the hard ones — and the moment of transfer is where context dies and customers start over.