-
Build Customer Support OKRs That Drive Results
Your support team closes 1,200 tickets per week. Your CSAT sits at 91%. Average response time is under 2 hours. And the company is still losing customers. in…
4 min read
-
Customer Support shouldn’t find out about product launches from customers
How shocking is it to find out about a feature because a customer reached out and asked Support how it worked?Is your Support team finding out about product…
4 min read
-
Do customers NEED to call you?
“When the VP asked me to start supporting customers over the phone, I told him no. “ In this series called “Slow the flow” we’re talking about different…
4 min read
-
The real AI Chatbot metrics that matter
Today, I’m talking about one of the most misunderstood aspects of AI support implementation: how to measure success. We’re in a technological shift of understanding how AI chatbots…
4 min read
-
The Weekly Blueprint for Smarter AI Customer Support
I’ll share the most common reasons AI chatbots fail after spending time rewriting knowledge bases for AI consumption. It’s the “set it and forget it” mentality. If you…
4 min read
-
Your support articles aren’t built for AI success
If your AI is giving wrong answers, sending customers in circles, or just flat-out missing the mark, I can almost guarantee the problem isn’t your AI technology. It’s…
4 min read
