Blog
Insights on AI customer support, product updates, and building smarter support experiences.
How to Reduce Customer Effort Score: A Step-by-Step Guide
Customer Effort Score (CES) measures how hard customers have to work to get help — and research shows reducing that friction predicts loyalty better than delighting customers. This step-by-step guide shows B2B SaaS teams exactly how to reduce Customer Effort Score by establishing a baseline, pinpointing friction, and implementing measurable improvements that protect renewals.
Grant Cooper
First Contact Resolution Improvement: A Step-by-Step Guide for B2B Support Teams
First contact resolution (FCR) is a critical support metric that reveals gaps in knowledge bases, agent workflows, and tooling — and a low rate quietly erodes customer trust over time. This step-by-step guide gives B2B SaaS support teams a practical framework for diagnosing what's dragging down their first contact resolution improvement efforts and implementing changes that measurably move the number.
Matt Pattoli
How to Measure Customer Support ROI: A Step-by-Step Guide
Most support teams track ticket volume but struggle to quantify what support actually costs or returns. This guide explains how to measure customer support ROI — from calculating baseline costs to capturing the compounding revenue impact of retention, churn reduction, and upsell opportunities — so support leaders can make smarter decisions and demonstrate clear business value.
Grant Cooper
9 Best AI Agents for Customer Service in 2026
This guide ranks the 9 best AI agents for customer service in 2026, evaluating each platform on autonomy, integration depth, escalation quality, and real-world usability for B2B teams. Whether you run a lean startup or a scaling SaaS operation, it cuts through vendor hype to surface the solutions that genuinely resolve tickets and improve support outcomes.
Matt Pattoli
How to Implement Live Agent Handoff: A Step-by-Step Guide
Live agent handoff is the critical bridge between AI-powered efficiency and human empathy in customer support. This guide walks you through how to implement live agent handoff from scratch — covering escalation triggers, context preservation, agent routing, and quality measurement — so transfers feel invisible to customers and empowering to your team.
Grant Cooper
8 Best AI Support Tools for Healthcare Companies in 2026
Healthcare companies face uniquely high-stakes support demands, from HIPAA compliance to complex billing queries — and generic helpdesk tools fall short. This guide ranks the 8 best AI support tools for healthcare companies in 2026, evaluating each on automation depth, compliance posture, integration ecosystem, and ability to handle the nuanced queries common in health tech and medical device B2B support.
Grant Cooper
8 Best AI Support Tools for API Companies in 2026
This guide evaluates the 8 best AI support for API companies in 2026, covering tools that go beyond generic helpdesks to deliver autonomous ticket resolution, accurate documentation referencing, and native integration with developer workflows like Slack and Linear. Whether your team needs faster 2am incident responses or deeper technical context handling, these picks were chosen on criteria that matter to API-first businesses.
Matt Pattoli
9 Best Tools to Handle Repetitive Support Questions in 2026
Repetitive support tickets — from password resets to billing FAQs — drain team capacity, but the right repetitive support questions solution can resolve them automatically at scale. This guide ranks the 9 best AI-powered tools for 2026, evaluated on automation depth, deployment ease, and integration flexibility, to help B2B SaaS teams find the best fit for their helpdesk.
Matt Pattoli
How to Automate Ticket Resolution: A Step-by-Step Guide for B2B Support Teams
This step-by-step guide shows B2B support teams how to automate ticket resolution — from auditing existing ticket data to deploying AI agents — so routine requests are resolved instantly, complex issues reach the right human with full context, and support operations scale on intelligence rather than headcount.
Grant Cooper
9 Best AI Support Ticket Software Tools in 2026
This guide ranks the 9 best AI support ticket software tools of 2026, evaluating each on AI capability depth, integration ecosystem, ease of deployment, and human handoff quality. Whether you're a lean startup or a scaling B2B company, it covers the right fit for reducing ticket volume without adding headcount.
Grant Cooper
9 Best Support Workflow Automation Software Tools in 2026
Support workflow automation software eliminates repetitive ticket routing, manual triage, and context-switching so support teams can focus on high-value customer conversations. This guide evaluates the 9 best tools available in 2026 across AI capability, integration depth, setup ease, and scalability for B2B teams.
Matt Pattoli
7 Key Differences Between Helpdesk Automation and Traditional Support (And What They Mean for Your Team)
This article breaks down seven critical differences between helpdesk automation vs traditional support — from volume handling and cost to context and learning — giving B2B teams a practical framework to move from reactive ticket queues to a scalable, proactive support operation.
Matt Pattoli