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Customization is often seen as a way to improve the customer experience. Tailoring support to specific needs can be valuable,…

Support pricing is often avoided, especially in earlier stages of a company. The default approach is to include everything in…

Knowledge management is often treated as a background activity. Articles get written when there is time, updates happen inconsistently, and…

There is a growing expectation that AI will solve efficiency problems in support. Faster responses, lower ticket volume, and reduced…

Support teams are often expected to be helpful in all situations. Customers reach out with a wide range of requests,…

Improving response times is one of the most common goals in support. Faster responses reduce customer anxiety and can prevent…

“Customer first” sounds like the right mindset, and at a high level it is. The problem is that it is…

When new processes are introduced, the assumption is often that resistance comes from reluctance to change. That explanation is convenient,…

Spend time with most support leaders and you will notice a pattern. A large portion of their day is spent…

Calling support a cost center is one of the most common and damaging assumptions in SaaS. It shapes how decisions…