Our Blog
How to run customer support with AI, what it really costs, and where it still needs a human. Written for SaaS teams.
SaaS & StartupsWhat Does Customer Support Actually Cost?
Support bills you in four separate places, and most published figures price only the first. The real cost of customer support, line by line.
Jonas Budelmann•
SaaS & StartupsB2B Customer Service: What It Is and How to Do It Well
What B2B customer service actually is, how it differs from supporting consumers, and why the account matters more than the ticket in front of you.
Jonas Budelmann•
AI SupportWhat Is Conversational AI? (A Guide for Support Teams)
What conversational AI actually is, how it differs from the chatbot you already run, what it does and does not resolve, and how to judge one before you buy.
Jennifer Tee•
SaaS & StartupsCustomer Support Strategy: What It Costs to Get Right
A customer support strategy is four decisions: coverage, channels, what you automate, and how you measure it. What each one costs, and when to hire.
Jonas Budelmann•
AutomationSelf-Service Customer Service: Why It Fails and How to Fix It
Self-service customer service fails for two reasons: 43% can't find relevant content, 45% feel misunderstood. What to write, and how to know it works.
Jonas Budelmann•
AutomationCustomer Support Automation: The Complete Guide
What to automate, what customers tolerate, what it costs, and why self-service only resolves 14% of issues. A practical guide for support teams.
Jennifer Tee•