Notes on doing support
the honest way
Practical writing on AI customer support, the metrics that matter, pricing without surprises, and turning support into growth.
What Counts as a Resolution in AI Support (and Why It Affects Your Bill)
How a resolution should be defined in AI customer support, the tricky edge cases, how resolution rate is calculated, and why the definition affects your bill.
How to Set Up AI Customer Support in Under an Hour
A realistic, no-code, step-by-step plan to launch AI customer support in under an hour, from connecting your docs to going live and monitoring results.
Turning Customer Support Into a Revenue Channel
Support chats are full of buying signals. Learn to spot intent, qualify without pushing, hand warm context to sales, and measure pipeline from support.
AI Chatbot vs. AI Agent for Customer Service: What's the Difference?
The real difference between rule-based chatbots and modern AI agents for customer service: grounding, taking action, graceful handoff, and resolving instead of deflecting.
How to Reduce Customer Support Costs Without Cutting Quality
Practical levers to lower customer support costs while keeping quality high: automate the repetitive, resolve don't deflect, cut tool sprawl, and price predictably.
Choosing an Intercom Alternative for Mid-Market Teams
Why mid-market teams look beyond Intercom and how to evaluate alternatives: predictable pricing, fast time-to-value, AI resolution quality, no-code control, data ownership.
Customer Support Metrics That Actually Matter
A plain guide to the customer support metrics worth tracking, the vanity numbers to ignore, and how to read them together to see real outcomes.
Per-Resolution vs. Per-Seat Pricing for Customer Support
Per-resolution pricing charges for outcomes; per-seat charges for headcount. Here's how each model works and when to pick one over the other.
Ticket Deflection vs. Resolution: Why the Metric You Choose Matters
Ticket deflection counts customers who never reached a human. Resolution counts customers who got an answer. Here's why the difference matters.
AI Customer Support: A Practical Guide for 2026
What AI customer support really is in 2026: what it can and can't do, how it differs from old chatbots, and how to roll it out the right way.
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