Customer Carenumber Co / Analytics & Insights
I often get asked how to run fast, low-risk experiments that actually tell you whether a new automation or conversational flow is worth rolling out. Recently I needed to compare Intercom’s outbound flow/series approach with our existing live conversation model — and instead of a vague pilot, I...
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I run a lot of experiments with chatbots and conversational automation, and one question keeps coming up: how do we prove the bot is actually improving customer satisfaction? It’s tempting to point to a single CSAT score and call it a day, but in practice you need a mix of quantitative and...
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When I’ve been in the room asking for budget for a new support platform, the difference between "we need better tooling" and "we deserve investment" always came down to one thing: the dashboard. Leaders don't buy feelings — they respond to clear, measurable impact. Here’s the exact set of...
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I used to treat reopened tickets as an annoying metric — a little blip on a dashboard that nudged managers to shrug and reassign. Over years of working with support teams, though, I learned that ticket reopenings are a goldmine. They reveal where conversations fail to resolve root causes, where...
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I often get asked by support leaders: “How do I know if our knowledge base is actually helping customers — and how quickly can I spot the biggest wins?” If you’ve got 20 minutes and a cup of coffee, you can run a pragmatic, evidence-based audit that surfaces the highest-impact fixes for...
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