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.
64dispatches in the archive20266
- Analysis
Getting ahead of the ticket
Real proactive support prevents contacts. Most of what gets sold as 'proactive' manufactures them. The difference is measurable, and the data is unkind to the marketing version.
Sep 11, 20263 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.
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.