Blog
What really works in support
Articles about automation, ticket load, privacy and the knowledge base behind it. Written for teams that have to decide — not for the search engine.
Support operations5 minSupport response times: benchmarks and realistic targets
Discover current benchmarks for first response and resolution times in customer service. That is how you optimise processes in B2B SaaS and e-commerce for the long term.
Metrics6 minFirst contact resolution rate: why teams measure the wrong KPI
Find out why deflection rate and transfer rate mislead you in support and how to make the real first contact resolution rate (FCR) measurable.
Automation5 minEscalation to a human: getting the handover moment right
Find out how to get the handover moment from chatbot to human agents right in support. That is how you avoid bot hell and frustrated customers.
AI quality7 minPreventing hallucinations in support: what helps technically
Find out how to prevent AI hallucinations in customer support at a technical level: from RAG architectures through confidence thresholds to source binding.
Knowledge base5 minBuilding a Help Centre: structure customers actually use
Learn how to build a Help Centre that customers really use, with logical categories, optimal searchability and continuous upkeep.
Privacy6 minGDPR-compliant AI in support: what really matters
Assess AI providers for customer service with confidence. How to make sure that the DPA, EU hosting and deletion periods stand up to GDPR requirements.
Tool selection6 minHelpdesk automation compared: chatbot, macro, AI agent
Helpdesk automation compared: when macros, chatbots or AI agents are the right choice for your customer service. Honest and practical.
Automation6 minAutomating customer service: which requests AI solves in 2026
Find out which support requests AI reliably automates in 2026 and where bots fail. A practical guide for SaaS and e-commerce, without the hype.
Support operations6 minReducing ticket volume: the levers that measurably work
Find out how to measurably reduce your support ticket volume with a solid knowledge base, AI self-service and removing the causes in the product.
Knowledge base5 minKnowledge base for AI support: structure and mistakes
A guide to building and maintaining a knowledge base for AI support, to avoid the typical data errors and secure precise answers.