November 12, 2026
What Per-Resolution AI Support Pricing Really Costs You
Fin ($0.99), Zendesk AI Agents ($1.50), Salesforce Agentforce ($2): see the true monthly cost formula for per-resolution AI support and what operators...
Read More →Michael Kansky
Founder, LiveHelpNow
Articles by Michael
October 21, 2026
What Is AEO? Why Your Help Center Is Now Your Best Lead Source
Answer engine optimization gets help articles cited by ChatGPT and AI Overviews. Learn why engines favor help centers and how cited answers become...
Read More →
October 1, 2026
Cut After-Contact Work Before You Cut Support Headcount
Learn how to reduce customer support costs by measuring and automating after-contact work, from call summaries to dispositions, before you cut agents.
Read More →
September 18, 2026
The Cost of Not Mining Your Support Conversations
Unreviewed support conversations compound into repeat contacts, training gaps, and miscalibrated AI. Learn the hidden cost and how to build a review practice.
Read More →
August 29, 2026
Turn 12 Months of Chat Transcripts Into a VoC Report
Convert 12 months of live chat transcripts into a structured Voice of the Customer report using a five-stage method that turns raw conversations into prioritized, decision-ready findings.
Read More →
August 28, 2026
Find the Questions Your Knowledge Base Never Answers
Identify knowledge base gaps using live chat transcripts, zero-result searches, and AI confidence reports. A practical three-step analysis framework.
Read More →
August 25, 2026
Why Consistent Support Answers Need One Clear Owner
Learn why assigning one named owner to every support answer reduces inconsistency, strengthens HIPAA compliance, and builds lasting customer trust across all channels.
Read More →
August 20, 2026
Every Support Ticket Handoff Adds an Escalation Tax
Every support ticket handoff quietly raises handle time, drops FCR, and lowers CSAT. Learn to measure and reduce the escalation tax in your operation today.
Read More →
August 18, 2026
A Smarter AI Model Will Not Fix Wrong Chatbot Answers
70% of wrong chatbot answers come from bad knowledge bases, not the model. Learn how RAG cuts errors 78% and diagnose failures before you upgrade. Read now.
Read More →
August 15, 2026
What Scaling a Support Team Taught Me About Software Rollout
Learn how a pilot-first framework turns risky software rollouts into lasting adoption. Get the playbook for scaling support teams smoothly today.
Read More →
August 13, 2026
The Support Metrics That Look Good and Mean Nothing
Discover which support metrics predict retention and which just measure activity. Rebuild your dashboard around outcomes like FCR and CES, start today.
Read More →
August 7, 2026
Can a Chatbot Qualify Leads as Well as a Rep?
Chatbots match reps on budget and timeline but lag 57 points on hesitation detection. Learn the two-message routing rule to fix your funnel.
Read More →
July 27, 2026
Do You Have Enough Traffic for Live Chat to Pay Off?
Find the exact monthly visitor and staffing numbers that make live chat profitable - below 2,000 visitors a callback form wins. Get the decision tree now.
Read More →
July 26, 2026
AI Features Are Not What Make a Help Desk Worth Buying
AI features rank first in every 2026 buyer guide, but workflow fit and data portability predict success better. Get the scorecard before you sign.
Read More →
July 25, 2026
3 Moves That Turn a Knowledge Base Into Ticket Deflection
Learn the 3 structural moves that cut support tickets 45%: single-intent articles, documentation cleanup, and gated self-service. Read the full breakdown.
Read More →
July 24, 2026
Which Support Channel Turns Chats Into Real Revenue?
Live chat, phone, email, or chatbot: which support channel actually converts? See the data-backed answer and start optimizing your revenue today.
Read More →
July 24, 2026
Why Tier-1 Support Mostly Disappears by 2027
AI automation will handle most Tier-1 support tickets by 2027. Discover which functions automate fastest, which retain humans, and how to ready your support stack now.
Read More →
July 23, 2026
What Deflection Rate Can an AI Chatbot Realistically Hit?
Vendors promise 70-90% deflection, but reality differs. See realistic benchmarks by tier and learn what to track before you buy an AI chatbot.
Read More →
July 22, 2026
When Does a Small Team Outgrow a Shared Inbox?
Learn the exact volume and team-size thresholds that break a shared inbox, plus the failure signals to watch for. See when to switch platforms today.
Read More →
July 21, 2026
Self-Service Becomes the Default Support Channel by 2027
Discover why self-service will handle most support contacts by 2027, with deflection data and a rollout framework. Read the full guide now.
Read More →
July 20, 2026
How Add-Ons Inflate Help Desk Pricing by 30 to 60%
Hidden help desk add-ons like AI modules and integrations inflate costs 30-60%. Learn what to ask vendors before you sign a contract.
Read More →