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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
- Dispatch
The 2024 deflection wave, revisited
In 2024, "deflection" and "containment" took over every support vendor's homepage. Here's what the resolution data — and the walk-backs — have shown since.
Jul 8, 20263 min - Dispatch
Klarna's AI did the work of 700 agents. Two years on, what held up.
In February 2024, Klarna said its OpenAI assistant did the work of 700 agents. A lookback at which claims held up, which got quietly amended after customer complaints, and what the reversal teaches any team planning an AI rollout.
Jul 6, 20263 min