For the last decade, the support industry has been obsessed with ticket deflection. "How do we stop customers from talking to us?" The result? Endless chatbot loops, hidden contact forms, and frustrated users. It's time for a paradigm shift.
Optimizing for speed often comes at the cost of quality. Here's why we measure 'Time to Resolution' and 'First Contact Resolution' instead, and how it shifted our team's behavior.
A practical guide to prompt engineering and knowledge base structuring to ensure your AI support agent doesn't sound like a generic robot.
When an issue needs to be escalated from tier 1 to engineering, context is everything. We share the exact template we use internally to reduce back-and-forth.
We're thrilled to announce our biggest update of the year. You can now manage WhatsApp, Instagram DMs, and SMS directly from your unified inbox.
Self-service shouldn't feel like a dead end. How to build a help center that actually solves problems before they become tickets.
Knowing when to use a macro and when to type a custom reply is an art. Here are the rules of thumb we teach every new support hire.
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