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 archive20267
- Analysis
The transfer rate nobody watches
Handoff rate is the quality-and-cost signal hiding in plain sight: every transfer is a first-contact failure your other metrics were built to forgive, and the customer feels each one.
Jul 24, 20263 min - Data
Your CSAT response rate is lying to you
A 10-to-20 percent response rate doesn't just make your CSAT noisy — it biases it toward the customers who felt something, which is how the score can climb while retention quietly slips.
Jul 23, 20264 min - Data
What good looks like: support benchmarks by team size and industry
National satisfaction has been flat for years, phone beats chat, and a 'good' NPS in SaaS would sink a bank — why the only honest benchmark is your own segment.
Jul 21, 20264 min - Data
Blended cost-per-contact hides the customers who actually cost you
Total spend over total tickets produces one tidy number that describes no real customer. Cost-to-serve varies by channel and by segment — often by two orders of magnitude — and the average buries exactly the accounts you most need to see.