Blog
Insights on AI customer support, product updates, and building smarter support experiences.
Customer Retention Strategies: Boost Loyalty in 2026
Discover proven customer retention strategies for B2B SaaS. Boost loyalty, reduce churn, and drive growth with actionable tips on onboarding and support.
Grant Cooper
Call Recording Analysis: Your 2026 Guide
Master call recording analysis with our 2026 guide. Learn transcription, sentiment, QA, compliance & how AI turns calls into insights.
Grant Cooper
How to Deal with Angry Customers: A De-escalation Guide
Learn how to deal with angry customers with our step-by-step de-escalation framework. Turn frustration into loyalty with proven scripts and AI-powered tools.
Matt Pattoli
Elevate Support Career Development: Guide for Leaders
Build strong support career development programs to reduce agent attrition and create experts. Get 2026's framework for career ladders, coaching, and
Matt Pattoli
AI Ticket Resolution Guide: Strategy for B2B SaaS in 2026
Unlock efficient AI ticket resolution for B2B SaaS. Discover autonomous agents, quantify benefits, and implement your successful strategy for 2026.
Grant Cooper
What Is Incident Management: A Guide for SaaS
Discover what is incident management in our 2026 guide for SaaS. Learn its lifecycle, key roles, metrics, and how AI tools empower your teams.
Matt Pattoli
SLAs and KPIs: The Definitive Guide for Support Teams 2026
Learn the difference between SLAs and KPIs and how to use them to build a high-performing, data-driven support operation. Get benchmarks and automation tips.
Matt Pattoli
Boost First Contact Resolution: Strategies for 2026
Improve your first contact resolution rate with actionable strategies and AI solutions. Learn to measure, benchmark, reduce callbacks, and boost CSAT.
Matt Pattoli
Proactive Support: Boost B2B SaaS ROI in 2026
Implement proactive support for B2B SaaS in 2026. Discover AI workflows, ROI, key metrics & Halo AI to reduce churn effectively.
Grant Cooper
Customer Health Scoring Automation: How AI Turns Support Data Into Retention Intelligence
Customer Health Scoring Automation bridges the gap between reactive support and proactive retention by using AI to aggregate behavioral, support, and product data into real-time composite signals. This article explains how modern B2B teams can move beyond manual spreadsheets to identify at-risk customers before a cancellation request ever hits the inbox.
Matt Pattoli
Mastering Customer Support Operations in 2026
Build world-class customer support operations. This guide covers functions, metrics, tech, and AI playbooks for efficient scaling in 2026.
Grant Cooper
How to Reduce Support Email Volume: A Step-by-Step Guide for B2B Teams
B2B SaaS support teams can reduce support email volume by building proactive systems that address repeat questions before they become tickets. This step-by-step guide walks through a practical audit-based approach to identifying the root causes of inbox overload and implementing scalable solutions that improve response times and customer trust without adding headcount.
Matt Pattoli