Tier One Blog

Not all support tickets are equal, but many teams treat them as if they are. A simple request for information…

Support teams are often brought into product discussions after decisions have already been made. At that point, their role is…

Many organizations have a clear idea of what they want their support function to be. They talk about responsiveness, consistency,…

Support transformations are often framed as major initiatives. New tools are introduced, processes are redesigned, and expectations are reset. On…

When support teams struggle to keep up, volume is usually the first thing that gets blamed. More tickets, more complexity,…

Hiring is one of the most important responsibilities a support leader has, yet it is often handled reactively. A role…

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…