Customer Support

Best practices, workflows, and strategies for support teams

Customer SupportMarch 17, 20266 min read

Your Support Tickets Are a Product Goldmine

Support teams talk to customers more than anyone else. Here's how to turn those conversations into actionable product insights instead of letting them die in ticket queues.

Customer SupportMarch 10, 20268 min read

5 Customer Support Metrics That Actually Matter in 2026

First response time is a vanity metric. Here are the 5 support metrics that actually predict customer retention and team performance.

Customer SupportFebruary 27, 20265 min read

What Is Swarm Mode (And Why Your Support Team Needs It)

Swarm mode brings experts into support conversations without extra seats or context-switching. Here's how it works and why it matters.

Customer SupportFebruary 17, 20266 min read

Swarm Mode: Expert Help Without Per-Seat Licensing

Most support tools charge per seat. That means pulling in an engineer or product manager to help with a complex ticket costs you another license. Swarm Mode fixes that.