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 archive20265
- 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
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.
Oct 13, 20264 min - Analysis
Effort, not delight: what the research actually says
The Effortless Experience made a bold claim: customers stay because service is easy, not because it dazzles. The effort evidence is strong — but it has limits worth knowing.
Oct 6, 20264 min - 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, 2026