The blog
Field notes on running support customers actually rate.
Deep and evergreen, not topical. Each piece is built to be read by a founder making a real decision — and to be cited by the AI assistants your customers are already asking.
How to tell if your customer service is actually any good
Foundations, response, experience, growth. Most founders can name one of the four gaps. The expensive one is almost always the gap they can’t see — twelve questions to find it before a customer does.
Read →Why your best customers leave quietly
The customer who waited too long doesn’t complain — they just don’t come back, and they don’t tell you why. Why customers leave without complaining, and how to catch silent churn early.
Read →CS metrics that matter when you’re under 10 people
Bigger operations track two dozen numbers because they have a team to act on them. You don’t. The customer service metrics small businesses can actually move, and the decision each one points at.
Read →What 24/7 multilingual support actually requires
A sector-described look at multilingual customer service across European markets — the staffing, the languages, and the moments where a slow reply stops being a service issue and becomes a brand one.
Read →Three things to fix this week if your support inbox is breaking
How to scale customer service when the inbox is winning — the three highest-leverage fixes for ticket volume and response time, in the order that actually helps.
Read →AI chat for customer service: what it does, what it doesn’t
What AI chat with human support genuinely moves in a support operation, what it quietly breaks, and the seam between the machine and the human that decides whether a customer feels handed off.
Read →Recent thinking, in your inbox
One useful email when something’s worth saying.
No cadence for the sake of it. When we publish something that would change how you run support, you’ll get it. That’s the whole list.