Oct
14

10/14/2025       By: Maria Rush

Here’s something I’ve learned after years of watching customer service evolve: your help articles are either working for you, or they’re quietly making your support slower. I’ve seen compa...

Oct
09

10/09/2025       By: Maria Rush

Rethinking Response Times with AI-Driven Ticket Prioritization I’ve been in customer support long enough to see one pattern repeat itself: When your team gets flooded with tickets, they spend as...

Oct
08

10/08/2025       By: Maria Rush

A cloud based phone system is becoming one of the most important tools for modern customer support. I’ve never written about this before, but it’s something I’ve been thinking about a lot, espe...

Oct
03

10/03/2025       By: Maria Rush

A lot of businesses rushed into chatbots. It sounded great. Automate support, cut costs, scale without adding more people. But here’s the problem. Customers don’t really love being left alone ...

Oct
01

10/01/2025       By: Maria Rush

Not long ago, every company wanted an app. Then came push notifications. Then social media feeds. The problem? Customers didn’t really care. They never stopped using text. SMS is still the chann...

Sep
25

09/25/2025       By: Maria Rush

Healthcare providers handle sensitive information every day. One email, one chat, one support ticket can carry patient details. That’s why using HIPAA compliant software isn’t optional. It’s th...

Sep
18

09/18/2025       By: Maria Rush

Not long ago, I stumbled on a stat that caught me off guard: nearly 80% of customer conversations in some businesses are already handled by AI. At first, that number felt too high. But it’s real, a...

Sep
16

09/16/2025       By: Maria Rush

Let me tell you a story. A friend who runs an agency once told me he had five different logins just to answer support questions for his clients. Five. Every time a ticket came in, he’d have to s...

Sep
09

09/09/2025       By: Maria Rush

Have you ever tried to juggle multiple customer support channels at once? You’re answering a chat, an email pings, and then the phone rings. It’s like trying to make spaghetti, fold laundry, and ...

Sep
08

09/08/2025       By: Maria Rush

Ever read a chat transcript and wish you’d known what your customer was actually feeling in the moment? That’s the promise of AI sentiment analysis. It’s not just a neat trick, it’s one of th...