Weekly Blogs
Stay updated with practical tips, strategies and insights for building word-class support teams. From tools and workflows to leadership and metrics – we cover it all every week.
Introduction: Why Good Support Agents Still Feel Stuck in Their Careers I’ve spent years working inside a SaaS event ticketing platform, supporting event organizers who use software to sell tickets to...
Daily standups fail in customer support teams far more often than leaders are willing to admit. Borrowed from agile engineering practices, daily standups were designed to improve visibility, remove...
In today’s competitive SaaS landscape, Customer Success is no longer a support function—it’s a revenue-driving, retention-focused, strategic powerhouse. Yet, many SaaS companies struggle to hire...
The One-on-One Meeting Mistake New Support Leaders Make often starts with good intentions but ends up weakening trust instead of strengthening it. Many new support leaders schedule regular one-on-one...
Artificial Intelligence is no longer a future concept in customer support—it is already here. From AI chatbots and automated ticket routing to sentiment analysis and AI-powered knowledge bases...
Five years ago, Rahul was a normal customer support agent in a mid-sized SaaS company. His day revolved around answering tickets, resolving bugs, and apologizing for delays. He was good at support—but...
Why My Team Ignores Dashboards but Reacts to Escalations A story from a mid-sized SaaS customer support team When Felicity-Abel-Essien became a Customer Support Team Leader at a mid-sized SaaS...
In the SaaS world, two teams directly influence customer satisfaction, retention, and lifetime value: Customer Support and Customer Success. While the titles sound similar, their responsibilities...
In every SaaS company, one discussion keeps resurfacing:“Where do we find truly great Customer Success Managers?” Most companies immediately start searching externally—hiring from competitors, hunting...