Blog
Insights on AI customer support, product updates, and building smarter support experiences.
How to Improve Customer Support Metrics: A Step-by-Step Guide
Most support teams track the wrong metrics and lack a structured process to act on them — this guide changes that. It walks you through a practical, step-by-step customer support metrics improvement framework so you can move from reactive firefighting to a proactive, measurable support operation, starting this week.
Grant Cooper
9 Best Visual Customer Support Guidance Tools in 2026
Visual Customer Support Guidance Tools help support teams go beyond text-based help articles by showing users exactly where to click and how to navigate a product through interactive walkthroughs, AI-powered agents, and screen annotations. This guide compares the 9 best options in 2026, evaluated on AI capabilities, integration depth, and real-world B2B SaaS use cases, so teams can find the right fit fast.
Matt Pattoli
How to Run an AI Helpdesk Onboarding Process That Actually Sticks
A rushed AI helpdesk rollout leads to generic answers and abandoned tools — a deliberate AI helpdesk onboarding process leads to autonomous ticket resolution, smarter agents, and lasting team adoption. This step-by-step guide walks B2B support teams through every phase, from defining success metrics to configuring integrations and training a knowledge base that keeps improving.
Grant Cooper
AI Chatbot vs Traditional Helpdesk: 7 Key Strategies to Choose and Implement the Right Support System
For B2B product and support teams, choosing between an AI chatbot vs traditional helpdesk is no longer theoretical — it's a critical operational decision. This guide breaks down 7 practical strategies to evaluate your current stack, understand where each approach fits, and transition intelligently to a smarter, more scalable support system.
Matt Pattoli
How to Build Automated Ticket Resolution Workflows: A Step-by-Step Guide
Manual support processes can't scale with growing ticket volume — automated ticket resolution workflows solve this by routing, responding to, and closing tickets without requiring human intervention at every step. This guide walks through how to build these workflows from the ground up, with a focus on achieving true resolution rather than simple deflection.
Grant Cooper
The Customer Service AI Training Process: A Step-by-Step Guide
The customer service AI training process is not a one-time setup — it's a repeatable discipline that spans data auditing, prompt refinement, escalation design, and ongoing feedback loops. This guide gives support teams a practical, step-by-step framework to deploy and continuously improve an AI agent that resolves tickets accurately and scales with their product.
Matt Pattoli
7 Proven Strategies for Optimizing Automated Ticket Routing
Optimizing automated ticket routing goes far beyond keyword triggers and priority flags — it requires building systems that understand intent, balance agent capacity, and learn from outcomes. This guide delivers seven actionable strategies for B2B support teams ready to move past default routing logic and reduce handle times at scale.
Grant Cooper
8 AI Helpdesk Performance Metrics That Actually Drive Better Support Outcomes
Most support teams track easy-to-pull numbers that don't reveal whether their AI helpdesk is truly improving customer experience. This guide breaks down 8 AI helpdesk performance metrics — from containment rates and deflection quality to revenue signals and product health indicators — that give B2B teams a clear, actionable picture of what's actually working.
Matt Pattoli
9 Best Smart Support Inbox Solutions for B2B Teams in 2026
Modern B2B support teams are overwhelmed by rising ticket volumes and outdated helpdesk tools — Smart Support Inbox Solutions change the equation by combining AI-powered triage, intelligent routing, and autonomous resolution with actionable business intelligence. This guide evaluates the 9 best options available in 2026 to help teams of any size find the right fit.
Grant Cooper
8 Best Customer Support AI Tools for B2B SaaS in 2026
B2B SaaS teams face unique support challenges — technical users, multi-product complexity, and deep CRM integrations — that generic AI tools simply aren't built for. This guide reviews the 8 best customer support AI for B2B SaaS platforms in 2026, evaluating each on autonomous resolution, integration depth, and real-world fit for SaaS workflows.
Matt Pattoli
How to Set Up Slack Integrated Support Automation: A Step-by-Step Guide
Slack integrated support automation transforms Slack from a passive notification tool into a fully connected resolution pipeline — routing tickets, triggering AI-driven responses, escalating complex cases to the right human with full context, and automatically logging outcomes. This step-by-step guide walks support teams through building that system from scratch.
Grant Cooper
How to Automate Stripe Support Tickets: A Step-by-Step Guide
Stripe support ticket automation connects your payment data directly to your support workflows, giving agents instant billing context and enabling AI to resolve common payment issues without human involvement. This step-by-step guide covers everything from auditing your current ticket volume to configuring intelligent routing, auto-resolution rules, and success metrics.
Matt Pattoli