JournalVol. 01
Field notes on support.
Essays, operations playbooks, and the occasional rant — from people who read too many support tickets, so you don't have to.
№ 02Back Issues
- № 02Strategy · 10 minJan 22, 2024
AI chatbot vs live chat: which is right for you?
A field comparison of AI chatbots and live chat. When to use each, and how to combine them so customers never hit the wrong door.
- № 03Efficiency · 7 minJan 29, 2024
How to reduce support ticket volume with AI.
Practical tactics for deflecting repetitive tickets using AI, knowledge bases, and smart automation — without frustrating the humans behind them.
- № 04Best Practices · 12 minFeb 05, 2024
Help desk best practices for 2024.
Essentials for modern help desk operations: AI integration, omnichannel routing, team workflows, and customer-first design as a default.
- № 05Business · 9 minFeb 12, 2024
Why teams are switching to AI-powered support.
The real business case: time-to-resolution, cost per contact, CSAT, and the quiet compounding advantage that shows up a quarter later.
Reading is good. Shipping is better.
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