Customer Support Insights

When a customer message arrives, it needs to reach the right agent quickly. The routing decision—which agent gets this ticket—has enormous i

Global companies serve customers who speak different languages. Traditional approaches require hiring native speakers for each language—expe

Support teams drown in metrics. Tickets closed, handle time, response time, queue depth—the data is endless. But not all metrics are equally

Companies often operate multiple brands. A parent company acquires startups. A product line expands into distinct brands. Regional variation

Every ticket your support team handles costs money—agent time, platform costs, management overhead. But more importantly, many of those tick

A helpdesk doesn't exist in isolation. Support needs visibility into what's happening in engineering (Jira), context from sales and success

AI is transforming customer support—reply suggestions, conversation summaries, sentiment detection, automated responses. The technology is p

Despite the rise of chat and messaging, email remains a primary customer support channel. It's the default for formal communication, detaile

Customer support has two models for real-time-ish communication: live chat and messaging. They seem similar—both are text-based, both faster