In the UK, September and October are not only welcome weeks. They are a predictable semester surge that compresses thousands of student questions into a short window. Manchester…
WhatsApp is quickly becoming the default place customers ask for help—but most WhatsApp support experiences still feel surprisingly high-friction. The problem is not the channel; it’s the interaction…
The landscape of US customer support is undergoing a fundamental shift. For years, CS Ops managers have relied on ticket deflection as the primary measure of success. However,…
Universities usually face a problem called “Summer Melt,” which happens when students accept offers of admission but don’t show up for enrollment. Georgia State University identified this problem…
In December, we focused on elevating the end-user experience across the web SDK and bot-building workflows while continuing to strengthen usability and response quality across the platform. We…
TL;DR: Intercom is powerful, but its resolution-based AI pricing introduces unpredictable costs that scale faster than team size. For enterprises with complex in-app workflows, the tradeoff may be…
2024 and 2025 were an interesting period in customer service. Buoyed by enterprise expectations of AI, executives invested in AI en masse. A lot of those pilots failed,…
The traditional “App-First” lending strategy is failing to penetrate the “Bharat” segment. While digital adoption is high, hardware constraints pose a significant barrier; research indicates that 65% of…
The short answer is no, but the nuanced answer is yes, for those who refuse to adapt. For years, the insurance industry has hedged its bets on automation,…