Expert insights, guides, and best practices for customer support. Learn how to build world-class support operations for your business.
Explores how subtle, sensory ‘memory triggers’ in support interactions shape lasting emotional impressions that customers retell. Shares examples of how human agents can intentionally create these moments without gimmicks.
A roundup of lesser‑known software we’ve used that quietly solves major support workflow pain points—tools that rarely show up on standard ‘CX stack’ lists but make real operational differences.
Explores how global workforce migration, remote‑first labor trends, and shifting talent hubs are changing the availability, training patterns, and expectations around support teams. Includes firsthand observations from pairing businesses with dedicated agents worldwide.
A behind-the-scenes look at how a mid-sized subscription box company reduced churn by pairing operational fixes with a fully human support workflow. We break down what actually changed, what didn’t, and the surprising behaviors uncovered during the transition.
Explores how cultural patterns and human rituals shape customer expectations, and how support teams can use these insights to create more natural, trust-building interactions. Draws from real-world observations of communication behaviors across teams and customers.
Provides a preventive framework for predicting and preparing for seasonal spikes using historical data, order patterns, and early warning indicators.
A step-by-step guide for founders creating their first-ever support operation, from mapping ticket types to drafting macros and escalation paths. Shows exactly what to do each day to go from chaos to structure.
Explores how small, human support interactions activate emotional triggers that increase loyalty and repeat revenue. Breaks down what we’ve observed across hundreds of customer touchpoints and how brands can engineer moments that stick.
A curated review of the most effective software stacks we’ve seen across dozens of early‑stage companies, highlighting tools that punch above their weight without overwhelming small teams.
Examines the trend of companies intentionally reducing support surface area, why it’s happening, and how it changes customer expectations. Includes first-hand observations from brands adopting leaner communication models.
Explores the surprising reasons customers stop replying to support tickets and how this behavior affects resolution metrics. Offers actionable steps and messaging templates proven to re-engage silent customers.
Breaks down exactly how founders can keep response times under 24 hours during growth spurts without rushing into full‑time hires. Includes real workflows, volume planning methods, and human support processes we’ve seen work across SaaS and ecommerce.
Shows the training methods, documentation workflows, and knowledge-transfer steps that let new agents reach expert-level understanding quickly. Uses examples from real onboarding processes.
Explores how growing companies can rapidly expand customer support without sacrificing response times or service quality. Leverages real examples of how Otter Assist structures ramp-up periods.