Blog
Insights on AI customer support, product updates, and building smarter support experiences.
AI-Powered Feature Adoption Support: How Intelligent Agents Turn New Users Into Power Users
AI powered feature adoption support replaces reactive ticketing with intelligent, in-the-moment guidance that meets users at their point of friction and actively steers them toward product value. This article explores why the adoption gap persists in B2B SaaS, how AI agents bridge it, and what a proactive support posture looks like in practice.
Matt Pattoli
Support Queue Bottlenecks: What They Are, Why They Happen, and How to Fix Them
Support queue bottlenecks are rarely just a staffing problem — they're a systems problem driven by compounding inefficiencies that standard fixes like adding agents can't fully resolve. This article breaks down exactly what causes support queue bottlenecks in B2B SaaS environments and provides a practical framework for diagnosing and eliminating them at the root.
Grant Cooper
What Is a Power User? a Guide for B2B SaaS
What is a power user in B2B SaaS? Learn to define, identify, and engage these high-value customers to drive retention, feedback, and revenue with AI.
Grant Cooper
7 AI Customer Support Pricing Models: How to Choose the Right One for Your Business
This guide breaks down the seven most common AI customer support pricing models — including per-seat, per-resolution, usage-based, and flat-rate structures — explaining the trade-offs of each and providing a practical framework for B2B teams to choose the model that best fits their budget, growth stage, and support operations.
Matt Pattoli
7 Proven Strategies for Automated Support in Healthcare Organizations
Automated support for healthcare demands more than simple ticket deflection — it requires delivering accurate, compliant answers to patients, providers, and staff at any hour. This guide outlines seven proven strategies for deploying AI-driven support automation across healthcare organizations, covering intelligent triage, HIPAA-conscious design, and proactive patient-facing guidance.
Grant Cooper
7 Proven Strategies to Evaluate Zendesk vs AI Support Automation for Your Team
This guide offers seven proven strategies to help B2B support leaders rigorously evaluate Zendesk vs AI support automation — covering scalability, ticket resolution efficiency, and business intelligence — so teams can make a confident, clear-eyed decision about their support stack.
Matt Pattoli
8 Best Customer Support Automation Strategies for B2B Companies
B2B customer support teams face unique pressures — high-value accounts, complex tickets, and limited visibility into customer health — that generic automation advice rarely addresses. This guide breaks down 8 targeted automation strategies built specifically for B2B, helping teams eliminate low-value repetitive work and redirect their expertise toward the conversations that protect and grow revenue.
Grant Cooper
9 Best Enterprise Support Automation Platforms in 2026
Enterprise support automation platforms have evolved far beyond rule-based chatbots — in 2026, the best solutions autonomously resolve tickets, route complex issues intelligently, and deliver actionable business intelligence. This guide ranks the top nine platforms for enterprise B2B teams, evaluated on AI capability, integration depth, and the ability to scale without burning out your support staff.
Matt Pattoli
8 Best AI Support Tools for Multi-Tenant Platforms in 2026
Multi-tenant platforms demand support tools that can distinguish between tenants, access tenant-specific context, and escalate intelligently — capabilities generic chatbots lack. This guide ranks the 8 best AI support tools for multi-tenant platforms in 2026, evaluated on tenant-aware context handling, integration depth, escalation logic, and scalability for B2B SaaS and marketplace environments.
Grant Cooper
How to Set Up an AI Support Agent with Escalation: Step-by-Step Guide
An AI support agent with escalation handles high-volume, repetitive queries autonomously while intelligently routing complex or sensitive issues to human agents at exactly the right moment. This guide covers everything from defining AI scope and configuring handoff triggers to measuring real-world performance across platforms like Zendesk, Freshdesk, and Intercom.
Matt Pattoli
How to Fix Support Tickets Not Reaching the Right Person: A Step-by-Step Guide
Misrouted support tickets frustrate customers, burn out agents, and put revenue at risk — but they're preventable. This guide walks B2B support teams through a practical, step-by-step process for diagnosing and fixing support tickets not reaching right person, covering categorization, routing rules, and automation across platforms like Zendesk, Freshdesk, and Intercom.
Matt Pattoli
9 Top Automated Support Platforms Built for Modern B2B Teams in 2026
This guide reviews the top automated support platforms available in 2026, evaluating each on AI capability, integration depth, deployment ease, and fit for B2B product teams. Whether you're replacing a legacy helpdesk or building a support stack from scratch, it provides the context you need to invest confidently.
Grant Cooper