Blog
Insights on AI customer support, product updates, and building smarter support experiences.
How to Set Up Intercom AI Automation: A Step-by-Step Guide for B2B Support Teams
Setting up Intercom AI automation effectively requires more than simply enabling Fin—it demands careful ticket pattern analysis, a clean knowledge base, and well-designed escalation paths. This step-by-step guide helps B2B support teams avoid common configuration pitfalls and build an automation system that genuinely reduces ticket volume and improves response times.
Grant Cooper
7 Proven Strategies for Finding the Right Intercom Alternative with AI
Discover seven proven strategies for evaluating intercom alternatives with AI built into their core architecture, helping B2B teams move beyond bolt-on chatbot features to purpose-built intelligent support platforms that deliver measurably better resolution rates, customer satisfaction, and scalable team capacity.
Matt Pattoli
9 Best Support Ticket Intelligence Software Platforms in 2026
Support ticket intelligence software goes beyond basic helpdesk metrics to analyze patterns, surface actionable insights, and help teams understand why customers are frustrated and which issues drive churn. This guide reviews the 9 best platforms in 2026, evaluated on AI capabilities, analytics depth, integration ecosystems, and value for B2B support teams.
Grant Cooper
9 Best Smart Support Inbox Software for B2B Teams in 2026
Discover the 9 best smart support inbox software platforms built for B2B teams in 2026, evaluated across AI intelligence, automated triage, routing sophistication, and analytics capabilities. This guide helps growing SaaS and mid-market teams identify the right solution—from lean startups to scaling operations—where AI acts as a co-pilot rather than just a filing cabinet.
Matt Pattoli
10 SaaS Customer Support Best Practices for 2026
Explore 10 actionable SaaS customer support best practices for 2026. Learn to leverage AI, automation, and data to deliver world-class, scalable support.
Grant Cooper
9 Best Predictive Customer Support Tools in 2026
Predictive customer support tools are transforming how support teams operate by using AI-driven pattern recognition and behavioral signals to identify issues before customers reach out. This guide reviews the 9 best options in 2026, helping support organizations reduce ticket volume, prevent churn, and deliver proactive resolutions through smarter automation and continuous learning.
Matt Pattoli
9 Best AI Support Platforms to Replace or Supercharge Zendesk in 2026
This guide compares the top AI support platforms against Zendesk, helping B2B teams understand the key differences between legacy ticketing systems with bolted-on AI versus purpose-built AI-first alternatives. In the zendesk vs ai support platforms debate, the nine tools evaluated are ranked across resolution capabilities, integrations, pricing transparency, and B2B suitability to help teams decide whether to replace or augment their current setup.
Grant Cooper
7 Proven Strategies to Fix Support Tickets Not Getting to the Right Team
Support tickets not getting to the right team create costly delays, frustrated customers, and wasted effort across B2B organizations. This guide outlines seven proven strategies to eliminate misrouting by addressing root causes like vague submission forms, context-blind routing rules, unclear team ownership, and unscalable manual triage processes that compound into systemic support failures.
Matt Pattoli
8 Proven Strategies to Fix Customers Waiting Too Long for Support
Discover 8 proven strategies to eliminate customers waiting too long for support, from AI-driven automation and smarter workflows to optimized staffing models that help B2B SaaS companies dramatically reduce ticket resolution times, protect high-value accounts, and improve customer satisfaction without proportionally scaling headcount.
Grant Cooper
How to Turn Product Bugs Reported in Support Tickets Into Actionable Engineering Fixes
Support teams hold valuable product intelligence that rarely reaches engineering in a structured way, causing costly delays and missed fixes. This guide provides a practical, repeatable process for extracting and structuring product bugs reported in support tickets so engineering teams can act on them efficiently, closing the feedback loop between customer issues and product improvements.
Matt Pattoli
7 Proven Strategies to Fix Slow Customer Support Response Times
When customer support response time is too slow, B2B companies risk churn, negative reviews, and overwhelmed agents struggling with growing ticket backlogs. This guide outlines seven proven strategies to diagnose and fix lagging response times by addressing root causes like routing inefficiency, disconnected tools, and volume spikes—without simply adding more headcount to the problem.
Grant Cooper
7 Proven Strategies to Fix a Support Knowledge Base Not Being Used
If your support knowledge base not being used is flooding your team with repetitive tickets, the problem likely isn't your content — it's discoverability, trust, or relevance. This guide breaks down seven actionable strategies to identify the root cause and transform your knowledge base into a self-service resource customers actually turn to before submitting a ticket.
Matt Pattoli