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 archive20267
- Opinion
What your stack says about your strategy
Nobody writes their real support strategy on a slide. It's already there in the invoices — per-seat, per-outcome, or a drawer of half-used logins — if you learn to read it.
Oct 1, 20264 min - Data
Total cost of support tooling: the line items nobody mentions
The per-seat price is the number everyone quotes and the smallest one you'll pay. Implementation, add-ons, per-outcome AI, integration and switching costs hide the rest.
Sep 29, 20264 min - Analysis
Integrations, not features, make or break your stack
Every helpdesk demos the same features. What actually decides a support tool's value is whether it connects to the systems you already run — so evaluate the API first and the feature list second.
Sep 28, 20264 min - Analysis
The costs a helpdesk pricing page won't show you
Seats are the headline. The per-seat add-ons, the per-resolution AI meter, the storage overage and the implementation fee are the business. How to read a helpdesk pricing page before you sign.