Designing self-service knowledge bases for Gen Z users
Let’s be real for a second. If you’re still designing knowledge bases like it’s 2015, you’re probably losing Gen Z...
Customer Support
Asynchronous Customer Support Workflows for Remote-First Teams
Let’s be real — customer support in a remote-first world can feel like a game of telephone, but with more...
Proactive Customer Support Using Behavioral Data Prediction
Let’s be real — waiting for customers to complain is a losing game. You know the drill: they hit a...
Proactive Support Strategies Using Customer Behavior Data
You know that feeling when your internet goes down, and you’re already dialing support before the router even finishes blinking?...
Support Operations for Hybrid Digital-Physical Products and the Metaverse
Let’s be honest—the line between what’s real and what’s digital is blurring faster than ever. You buy a smart fitness...
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...
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....
