Support Insights
Raise the bar for your support with lessons, tips, and tactics forged from our 16 years of excellence.
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Customer Satisfaction KPIs
According to Salesforce’s State of the Connected Customer Report, 89% of customers are more likely t...
8 min read
Olha Humeniuk-Solodka, Security Compliance Specialist
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Personalized Customer Service: Why Are Customers Turning Away From Chatbots?
A whopping 70% of customers had a negative chatbot experience in 2024. With businesses increasingly ...
6 min read
Anastasiia Svyrydenko, Senior Content Writer
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My Career Journey: Eugene Hordiienko, Chief Technology Officer
Introduction Q: Eugene, what are your key responsibilities as Chief Technology Officer? In a nutshel...
6 min read
Anastasiia Svyrydenko, Senior Content Writer
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The Role Was Unique, So Was the Consultant: Our Tailored Support for a Tech Company
What if your support need doesn’t quite match a standard job description? Our client is a global com...
2 min read
Anastasiia Svyrydenko, Senior Content Writer
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Live Chat vs Chatbot. What’s Better for Your Business?
Is customer service your business's competitive edge in today's digital-first world? And if so, do h...
6 min read
Ilya Patricha, Former Senior Service Delivery Manager
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Call Center Quality Monitoring: Proven Practices to Elevate CX
According to Infotech, 74% of consumers are inclined to switch brands after just one bad experience....
8 min read
Olha Humeniuk-Solodka, Security Compliance Specialist
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FastSpring Review
Moving on with the series of articles about customer communication and service. Today, we are ventur...
5 min read
Nick Ryabchenko, Chief Integration Officer
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Customer Service Level: Definition, Standards, Measuring
Your customer service level can make or break a customer’s experience — and your company’s reputatio...
6 min read
Anastasiia Svyrydenko, Senior Content Writer
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Customer Service Department: Roles, Functions, Structure, and Tiers
In 2025, almost 80% of customers will switch to a competitor after just one bad experience with your...
8 min read
Olha Humeniuk-Solodka, Security Compliance Specialist
Customer Support Trends 2026: Are You Ready?
Benchmark your customer support against key 2026 trends.