Blog
Insights on AI customer support, product updates, and building smarter support experiences.
Knowledge Base vs AI Agent: 7 Strategies to Choose and Combine the Right Support Tools
This guide breaks down the knowledge base vs AI agent decision with 7 actionable strategies to help B2B SaaS support teams understand when each tool fits, how they work together, and how to measure their effectiveness—so neither ends up underperforming.
Grant Cooper
How to Set Up Automated Feature Request Tracking: A Step-by-Step Guide
This step-by-step guide shows product teams how to implement automated feature request tracking to capture, categorize, and route customer requests from support tickets, emails, and sales calls without manual effort. By building a structured system, teams can eliminate lost product intelligence, make roadmap decisions based on real demand patterns, and consistently close the loop with customers.
Grant Cooper
Omni Channel Support: A Guide to Unified CX in 2026
Learn what true omni channel support is, how it boosts retention, and how to implement it with an AI-first strategy. A complete guide for B2B leaders.
Matt Pattoli
Customer Experience Optimization: Your 2026 Definitive Guide
Master customer experience optimization with our definitive 2026 guide. Discover key frameworks, a roadmap, AI tools, and ROI measurement.
Matt Pattoli
Startup Customer Support Playbook 2026: Design Your Engine
Build a scalable startup customer support engine. This playbook covers team design, tooling, automation, & metrics for founders & support leaders.
Matt Pattoli
How to Find and Fix Customer Support Knowledge Base Gaps: A Step-by-Step Guide
Discover a step-by-step process for identifying and resolving customer support knowledge base gaps that cause repeated tickets, slow resolutions, and frustrated users. This guide helps B2B SaaS support teams using Zendesk, Freshdesk, or Intercom audit existing content, prioritize missing articles, and build sustainable systems to prevent gaps from returning and undermining agent efficiency or AI tool performance.
Grant Cooper
Visual UI Guidance for Customers: How AI Turns Your Interface Into a Self-Service Guide
Visual UI guidance for customers transforms complex software navigation by using AI to deliver in-product, contextual assistance that points users directly to the elements they need—eliminating frustrating support tickets and reducing time-to-completion for critical workflows. Rather than relying on static documentation or reactive chat support, this approach meets users precisely where they're stuck, turning your interface itself into an intelligent self-service guide.
Grant Cooper
Average Handle Time: A Guide to Smarter Support Metrics
Learn to calculate and improve your average handle time (AHT) without sacrificing quality. This guide covers benchmarks, pitfalls, and AI strategies.
Grant Cooper
How to Create a Knowledge Base: A 2026 Playbook
Learn how to create a knowledge base that powers autonomous support. This actionable 2026 playbook covers strategy, content, AI automation, and KPIs.
Grant Cooper
10 Chatbot Use Cases for 2026: Scale Operations & Delight
Discover 10 strategic chatbot use cases for 2026, from autonomous support to proactive bug reporting. Scale operations & delight users with these key
Grant Cooper
Chatbots for Enterprise: Your 2026 Implementation Guide
Unlock the power of chatbots for enterprise. This 2026 guide covers key benefits, use cases, implementation, & ROI for your business.
Matt Pattoli
Customer Support Escalation Management: A Step-by-Step Guide for B2B Teams
Customer support escalation management is the process of defining when and how complex, sensitive, or urgent tickets move through support tiers — and doing it consistently. This step-by-step guide helps B2B teams build a functional escalation system from the ground up, covering tier structures, clear handoff protocols, and tools to reduce customer frustration and resolution time.
Matt Pattoli