Support Insights

2023 Year Results

Oh, what a year 2023 has been.  We witnessed the conquest of the world by AI and adapted to it,...

Anna Shevtsova, Former Writer

What Is BPO? Meaning, Types, and How BPO Call Centers Work

If you’ve heard the term in a vendor pitch or a job listing and nodded along, you’re not alone. This...

Vladyslava Bukhanova, Junior Content Writer

How to Become a Supporter?

What is support? Ask yourself this question and then remember the first answer that comes to your mi...

Anastasiia Svyrydenko, Senior Content Writer

Customer Support in 2024: What to Expect?

Through 2023, we have seen:  The rise of the generative AI technology Next-gen software develop...

Anna Shevtsova, Former Writer

Machine Learning in Customer Service: Use Cases and Where It Fits

Support leads at SaaS, fintech, and eCommerce companies hear plenty of promises about machine learni...

Anastasiia Svyrydenko, Senior Content Writer

What Is an Augmented Agent in Customer Service?

Sooner or later, every support lead watches the queue grow faster than the team, and hiring more peo...

Anastasiia Svyrydenko, Senior Content Writer

How to Use AI in Customer Service

Is it possible to transform customer interactions from merely efficient to truly delightful? In a wo...

Svitlana Biloshkura, Former Writer

The Future of AI in Customer Service: What Changes and What Stays Human

If you run a support team, you've likely felt pressure to "do something with AI" without a clear map...

Anastasiia Svyrydenko, Senior Content Writer

Good to Great: The Best Supporters for the Wellness Industry

Coming back with one more article in our series “Good to Great”. Today, we’re focusing on the wellne...

Anastasiia Nesterova, Former Writer