Blog
Insights on AI customer support, product updates, and building smarter support experiences.
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
7 Proven Strategies to Cut Support Costs When Hiring Agents Is Too Expensive
When hiring support agents is too expensive but ticket volumes keep growing, B2B companies need smarter alternatives than simply adding headcount. This guide outlines seven proven strategies—from AI-powered automation to self-service optimization—that help product and operations teams reduce support costs, maintain quality, and scale efficiently without the unsustainable financial burden of continuously expanding a human agent team.
Grant Cooper
7 Proven Strategies to Fix High Support Team Turnover Before It Tanks Your CX
When support team turnover is high, B2B SaaS companies face a costly cycle of lost institutional knowledge, declining customer experience, and overburdened remaining agents. This guide outlines seven proven strategies to address root causes of attrition before they erode your support quality, team morale, and ultimately your customer relationships.
Matt Pattoli
7 Proven Strategies to Cut Multilingual Support Costs Without Sacrificing Quality
Multilingual support is expensive when built on outdated, human-heavy models that scale costs with every new market—but seven proven strategies combining AI translation, shared knowledge bases, and smarter staffing architectures can significantly reduce those costs without compromising customer experience quality.
Grant Cooper
How to Set Up AI Support with Human Handoff: A Step-by-Step Guide for B2B Teams
This step-by-step guide shows B2B support teams how to implement AI support with human handoff, creating a seamless escalation system that lets AI handle routine inquiries while automatically routing complex, high-stakes conversations to live agents. Learn the triggers, workflows, and best practices that protect enterprise customer relationships without sacrificing automation efficiency.
Matt Pattoli
How to Set Up Automated First Response Support: A Step-by-Step Guide for B2B Teams
Automated first response support helps B2B teams instantly acknowledge, route, and resolve customer tickets without sacrificing quality. This step-by-step guide explains how to move beyond generic auto-replies and build an intelligent system that deflects tickets, accelerates resolution times, and frees human agents to focus on complex issues that genuinely require their expertise.
Grant Cooper
How to Set Up Zendesk AI Integration: A Practical Step-by-Step Guide for Support Teams
This practical guide walks support teams through the complete process of setting up a Zendesk AI integration, from auditing existing workflows to measuring post-launch performance. It covers both native Zendesk AI features and third-party options, helping teams automate ticket routing, resolution, and contextual responses to handle growing customer request volumes more efficiently.
Matt Pattoli