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Insights
Trends, data, and case studies on the state of customer support - what teams are adopting and what it delivers.
What's new in Insights?
Where AI-only QA still leaves support leaders doing the work
AI quality assurance mis-scores empathy failures, policy exceptions, and novel complaints. See the three categories support leaders still review manually.
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Support agents lose 12 minutes to tool-switching per ticket
In workflow teardowns across 40+ support teams, agents average 4.7 systems per ticket and spend 12 of 14 minutes on context-gathering. Find out what to measure and fix.
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Score a support tool's lock-in risk (0-100)
Score any support platform's lock-in risk from 0-100 across export quality, API access, contracts, and re-training cost. Run the scorecard before you renew.
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Why 24/7 Live Chat Rarely Pays Off for Small Teams
24/7 live chat costs small teams $225K+ a year but rarely pays off. See the staffing math and smarter alternatives that cut costs. Run the numbers first.
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Does Your Support Tool Train AI on Customer Chats?
Most AI support tools train on your customer conversations by default. Learn which vendors do it, how to opt out, and what to negotiate in your Data Processing Agreement.
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Do You Still Need a Knowledge Base if You Have AI?
AI queries your knowledge base, not replaces it. Learn RAG architecture, Living vs Snapshot KB structure, and how support teams maintain accuracy at scale.
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Payback Window: Justifying Support Software Spend to Leadership
Build a support software payback case CFOs approve in 2026. Learn the three-number format, vendor credibility checklist, and break-even timeline strategy.
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