Blog
What we have learned reading other people’s inboxes
We publish what we can measure and what we got wrong. Once a month.
Data
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5 min read
What 2.4 million support messages look like once you sort them
Six topics cover 71% of everything customers write. The seventh is the one nobody ever documented, and it is almost always the same one.
Practice
Say it is an agent. Every team that hid it lost CSAT
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4 min read
Operations
Your backlog is a queue problem, not a headcount problem
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3 min read
Product
We keep a list of what we will not automate, and it gets longer
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4 min read
Data
What a wrong answer costs over ninety days, not the apology
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4 min read
Answer our customers while they are still at the keyboard
Two weeks in shadow mode. Nothing sends without you.