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.
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20262
- Analysis
Getting ahead of the ticket
Real proactive support prevents contacts. Most of what gets sold as 'proactive' manufactures them. The difference is measurable, and the data is unkind to the marketing version.
Sep 11, 20263 min - Analysis
The service-recovery paradox, tested
A well-handled failure is supposed to beat no failure at all. The idea is real — but when researchers looked for it in the wild, it mostly wasn't there. What the evidence says, and where it stops.
Jul 22, 20264 min