Implementing Asynchronous Video Support for Complex Technical Issues
Let’s be honest. Explaining a complex technical problem over email or a chat thread can feel like trying to describe...
Customer Support
Building a Proactive Support Ecosystem with IoT and Predictive Analytics
Let’s be honest. We’ve all been there. You’re in the middle of a crucial task, and a piece of equipment...
The Convergence of Customer Support and Success in Usage-Based Pricing
Here’s the deal: in a usage-based pricing model, every interaction with your customer is a financial conversation. It’s a world...
Beyond the Score: Ethical Frameworks and Best Practices for Sentiment Analysis in Support
Let's be honest. Every support leader wants to know how their customers really feel. Sentiment analysis promises that crystal ball—transforming...
Building Your Tribe: The Art of Community-Led Support for Niche B2B SaaS
Let’s be honest. If you’re running a niche B2B SaaS product, your support desk can feel like a lonely outpost....
From Reactive to Ready: Building a Proactive Support Strategy with Predictive Analytics and IoT Data
Let’s be honest. For years, customer support has felt like a high-stakes game of whack-a-mole. A device fails, a sensor...
Building a Support Function for Hybrid and Decentralized Remote Work Organizations
Let’s be honest—the office isn’t coming back. Not like it was. What we have now is a patchwork quilt of...
Creating Accessible and Inclusive Customer Support for Neurodiverse Users
Think about the last time you contacted customer support. Maybe you were frustrated, confused, or just needed a quick answer....
The integration of generative AI for hyper-personalized support workflows
Let's be honest. Customer support has always been a bit of a tightrope walk. On one side, you have the...
Creating Personalized Support Experiences Using Zero-Party Data and Privacy-First Consent
Let’s be honest. Customer support often feels like a game of 20 questions. You call in, you get asked to...
