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 archive202633
- 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 - Analysis
Leading vs lagging support metrics: build a dashboard you can act on
CSAT, NPS and churn tell you how the game ended. They are the wrong numbers to steer by. Here is how to separate the metrics you can act on from the ones you can only report — and lay out a dashboard around the difference.
Oct 15, 20264 min - Analysis
Proactive support: measurable or marketing?
Proactive support is pitched as a way to cut contacts and buy loyalty. Some of it is measurable value; a lot of it just shifts the cost to a column nobody audits.