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 archive202612
- Data
What frontline reps actually think about AI tools
Frontline reps aren't split cleanly for or against AI. The survey evidence shows enthusiasm, fear, and a hard-earned skepticism the tools have to re-earn every shift.
Oct 15, 20264 min - Data
Total cost of support tooling: the line items nobody mentions
The per-seat price is the number everyone quotes and the smallest one you'll pay. Implementation, add-ons, per-outcome AI, integration and switching costs hide the rest.
Sep 29, 20264 min - Data
The article-maintenance math nobody budgets for
Every help-center article is accurate the day it ships and decaying by the next release. Teams fund the writing and never the upkeep — and customers pay the difference.
Sep 22, 20264 min - Data
Sampling math for small QA teams
Small teams review a random slice of tickets and report it like it's precise. The math says it's mostly noise — here's how many you actually need instead.
Aug 20, 2026