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 archive202611
- 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 - 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.