Customer Support Insights

Your support team is drowning. Tickets are coming in from email, WhatsApp, social DMs, and your website chat all at once. Someone's manually

Your support queue hit 200 tickets last Tuesday. It's now Friday and you're still at 180. Your team is online, they're working, but the numb

Customer expectations have fundamentally shifted. A decade ago, customers were satisfied sending an email and waiting a day or two for a res

WhatsApp has over 2 billion active users worldwide. In countries like Brazil, India, Indonesia, and much of Europe, it's not just a messagin

Investing in customer support software is one of the most impactful decisions a growing company can make. But justifying that investment req

When a customer reaches out for help, the clock starts ticking. Every minute they wait without acknowledgment, their frustration grows and t

A well-optimized knowledge base serves two masters: it helps existing customers find answers (deflecting support tickets) and it attracts po

Service level agreements define the standard of support you commit to providing. They set expectations with customers, create accountability

Artificial intelligence is transforming customer support, but not all AI is created equal. Two approaches dominate the landscape: AI chatbot