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 archive20264
- 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
The health score that predicts churn without the noise
A customer health score is either an early-warning system or a mood ring. What separates the two: which signals you weight, where you set the threshold, and whether you ever backtest it against who actually left.
Aug 20, 20264 min - How-to
The Voice of Customer program that actually changes something
Most VoC programs are a dashboard nobody steers by. The failure isn't collecting feedback - it's that the pipe from insight to decision was never built. Here's how to build it.