What 10,000 Support Tickets Taught Me About How Users Actually Think
Users NEVER think about your product the way you think they do. Here’s what they actually do: 1. They assume everything should be obvious If something takes more than a …
Why Customers Really Leave (and It’s Not About Price)
Growth hackers won’t tell you this, but *keeping* your customers IS the real solid business strategy that always works. And the users you want NEVER leave due to your prices …
Great Chatbots Start With Your Best People
Most teams think improving their chatbot means signing up for a better AI platform. It doesn’t. The truth is, your chatbot is only as good as the humans training it, …
When Should a Founder Stop Doing Support?
When the business or platform is new, founders should tackle all customer support because it’s the fastest way to understand customers. It’s like having direct access to their pains, frustrations, …
Growing SaaS Companies Are Bringing Humans Back to Support – This Is Why
Many SaaS teams rely on bots or automation to handle customer support — but over time, that reliance often starts to show cracks. We hear the same challenges from growing …
Why the Future of SaaS Still Belongs to Humans
Here’s what the AI Bros don’t want to admit: What really keeps SaaS customers around — long after signup — is human support. Someone who’s actually there when things go …
Why Your AI Support Bots Are Costing You Customers (and How to Fix It)
AI Support Bots were supposed to make support faster and cheaper. Instead, for many companies, they’ve become churn machines. Wrong answers, dead-ends, and a lack of human touch don’t just …