Practical guides, industry insights, and best practices for support teams — written by people who have been in the trenches.
The support landscape has changed dramatically over the past few years. AI tools, rising customer expectations, and distributed teams have all reshaped what great support looks like. Here are the 10 practices that top-performing support teams share in common.
Lily Marchetti
March 18, 2025
Long resolution times are one of the most common sources of customer frustration — and one of the most solvable. In this guide, we walk through the specific changes our customers have made to cut their average resolution time in half.
Derek Okafor
February 27, 2025
AI is no longer a futuristic concept in customer support — it is already here. But not all AI applications are created equal. We look at which AI capabilities are genuinely transforming support operations and which are still mostly hype.
Anika Sharma
January 15, 2025