AI's Job Stops at the Human Handoff
Two Supportman Live Chat guests, working in completely different corners of support tech, landed on the identical rule for where AI's job in support ends. A data leader and a support-tech VP, quoted side by side.
thoughts and learnings
Tagged: Coaching
How AI Can Help Managers Coach Every Support Agent Without Generic Advice
Use AI to find repeated conversation patterns and prepare individualized coaching, while managers retain context, judgment, and responsibility.
Why Some Agent Feedback Backfires
Feedback can reduce performance when it targets identity, lacks evidence, or offers no next step. Learn how to coach support agents from task-level evidence.
How to Turn Customer Support QA Scores Into a Coaching Plan
A practical coaching framework that turns rubric scores into conversation evidence, a specific performance gap, deliberate practice, and follow-up.
Why Positive CSAT Belongs in Your Support Training Program
Customer praise can do more than lift morale. Learn how to turn positive CSAT comments into behavioural examples for onboarding, QA, and coaching.
The Service Recovery Paradox Is Not a Strategy
Can a recovered service failure create more loyalty than a flawless experience? Sometimes, but the effect is conditional and never a reason to tolerate preventable failure.
What to Do When a Customer Leaves a Negative CSAT Rating
A practical DSAT recovery workflow: detect the rating, review context, acknowledge impact, take ownership, resolve the issue, and capture the root cause.
Published · Updated · Tahnee Saunders
Feedback & SurveysHow to Build a Support-Wins Slack Channel Without Creating a Leaderboard
Create a Slack recognition channel that makes customer praise timely, specific, equitable, and useful, without turning support into a popularity contest.
Celebrate the Wins: Why Every Support Team Needs a Shared Recognition Channel
Customer support teams track what goes wrong; wins get lost. Here's why every team needs a shared recognition channel in Slack.
Customer Service Quality Assurance for Intercom Teams (2026)
Build a customer service QA programme for Intercom: rubric design, sampling vs full coverage, calibration cadence, and how to coach from scores agents trust.
Published · Updated · Tahnee Saunders
Team & LeadershipBuilding Customer Rapport: A Step-by-Step Guide to Creating Lasting Relationships That Drive Growth
Building customer rapport: a step-by-step guide to creating lasting customer relationships that drive revenue and growth.
Customer Service Best Practices That Work
The practices that actually change service quality, speed without sloppiness, consistency across channels, real personalisation, and recovery when it fails.
Published · Updated · Nelson Joyce
Team & LeadershipCustomer Service Coaching: The Complete Guide to Building High-Performing Support Teams
Customer service coaching: the complete guide to building high-performing support teams through deliberate skills development.
How to Apologize to Customers: The Complete Guide for Building Trust Through Service Recovery
How to apologize after a missed Intercom conversation: a five-part recovery structure, reply examples, and how to route DSAT in time.
Published · Updated · Nelson Joyce
Team & LeadershipWhat Makes a Good Customer Experience? A Practical Guide to Delighting Modern Customers
What makes a good customer experience? Close the gap between what brands think they deliver and what customers actually feel, with practical steps.
How to Improve Customer Service: Expert Strategies That Drive Growth
How to improve customer service: expert strategies for building a data-driven foundation and driving growth through better support.
The Ultimate Guide to Customer Service Training Programs: Game-Changing Strategies That Drive Growth
Customer service training programs directly affect retention and revenue. Learn how to design, run, and measure a program that pays off.
The Ultimate Customer Retention Playbook: Proven Strategies for Growth-Focused Leaders
Customer retention is cheaper than acquisition. A playbook of proven strategies to keep customers, reduce churn, and grow revenue.
13 Customer Service Response Examples for Common Questions
Thirteen Intercom-ready reply examples for pricing confusion, feature requests, refunds, delays, outages, and DSAT follow-up, plus when not to use a template.
Published · Updated · Josh Spilker
Team & Leadership33 Creative Customer Service and Support Team Names
Customer service team names: 33 creative ideas grouped by team type, plus tips for picking a name that sticks across the company.
Published · Updated · Josh Spilker
Team & Leadership19 Customer Service Skills That Every Support Team Should Have
Customer service skills every support team needs: 19 essential abilities drawn from years of customer surveys, feedback, and market research.
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