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.
44dispatches in the archive20264
- 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.
Jul 27, 20263 min - Analysis
The service-recovery paradox, tested
A well-handled failure is supposed to beat no failure at all. The idea is real — but when researchers looked for it in the wild, it mostly wasn't there. What the evidence says, and where it stops.
Jul 22, 20264 min - Data
Support is a profit center: the evidence
Finance files support under cost of goods sold. The research on retention, repurchase, and willingness to pay says it belongs on the revenue side of the ledger.
Jul 6, 20264 min - Dispatch
The CX-trend predictions that held up (and the ones that didn't)
A grade-the-homework look at the 2024-2025 CX-trend forecasts from Zendesk, Gartner, and Forrester: which held up, which missed, and what the pattern says about reading next year's.