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 archive202628
- 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.
Oct 20, 20264 min - How-to
The apology that works: service-recovery research
The service-recovery paradox is real but shallow. Here is what the research says actually rebuilds trust after a failure — and it is barely about the words at all.
Oct 8, 20264 min - How-to
The journey map that finds your tickets before customers do
The map that matters isn't the marketing poster. It's the one support builds to find the exact moments in a customer's journey that mint tickets — and to send the bill back upstream.
Oct 7, 20264 min - How-to
KCS in practice: what it actually takes
Knowledge-Centered Service isn't a tool you buy or a folder of articles you commission. It's a change to how reps work while they work, with a slow-burn payoff.
Sep 15, 20264 min