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 archive20266
- Data
The article-maintenance math nobody budgets for
Every help-center article is accurate the day it ships and decaying by the next release. Teams fund the writing and never the upkeep — and customers pay the difference.
Sep 22, 20264 min - Analysis
Self-service customers actually choose
Customers overwhelmingly want to solve things themselves. The gap isn't willingness — it's that the help centre rarely lets them finish. Here's how wide it really is.
Sep 17, 20264 min - How-to
KCS in practice: what it actually takes
Knowledge-Centered Service isn't a tool you buy or a folder of articles you commission. It's a change to how reps work while they work, with a slow-burn payoff.
Sep 15, 20264 min - How-to
Knowledge ownership without a knowledge team
A lightweight operating model for small teams that need reliable answers but cannot fund a dedicated knowledge function.
Jul 17, 20263 min