Leveraging Internal Knowledge Bases for External Self-Service and Deflection
Let’s be honest. Your support team is drowning in a sea of repetitive questions. And your customers? They’re stuck on...
Customer Support
The Unsung Engine of Growth: How Community-Led Support Scales SaaS & Dev Tools
Let’s be honest. For years, the playbook for scaling a SaaS or developer tool was pretty straightforward. Build a great...
Building a Support Framework for Hardware-as-a-Service and IoT Product Ecosystems
Let’s be honest. Selling a connected device is one thing. But supporting a living, breathing ecosystem of hardware, software, and...
Leveraging Internal Subject Matter Experts as a Scalable Support Resource
Let’s be honest. Your support team is stretched thin. New product features launch weekly, customer questions get more complex, and...
The integration of AI co-pilots for proactive support and agent augmentation
Let's be honest. Customer service can feel like a high-wire act. Agents juggle complex queries, outdated knowledge bases, and the...
Optimizing B2B Customer Support for Product-Led Growth and Freemium Conversions
Let’s be honest. In a product-led growth (PLG) world, your customer support team isn't just fixing problems anymore. They’re standing...
Beyond the Chat Log: How Asynchronous Video is Revolutionizing Complex Tech Support
Let's be honest. Troubleshooting a thorny technical issue over email or chat is like trying to describe a sunset to...
Developing a Customer Education Hub to Reduce Ticket Volume and Build Community
Let’s be honest. Your support team is probably drowning. The same questions, the same basic how-tos, the same "I can't...
Building Customer Support Communities: Your Secret Weapon for Self-Service
Let’s be honest. The old model of support—a one-way street where customers wait in a queue to ask a question...
Sustainable and Eco-Friendly Customer Support: The Future is Green and Helpful
When you think about a company's environmental footprint, what comes to mind? Factories billowing smoke, maybe. Or delivery trucks clogging...
