Support Tools

How to run a seven-day zendesk vs intercom conversational quality trial that isolates onboarding friction

Sep 18, 2026 • by Claire Moreau

I run experiments like this all the time: short, focused trials that answer one clear question. In this case I wanted to know which platform—Zendesk or Intercom—delivers better conversational quality for new users during the critical onboarding period, without conflating results with onboarding...

the 8-question vendor checklist that predicts a support platform’s true migration cost and hidden training overhead

Mar 12, 2026 • by Claire Moreau

When my team prepared to migrate our support platform last year, we focused on feature parity and API depth — the things vendors love to demo. What we underestimated was the human cost: hidden training time, repeated context-switching, and months of subtle inefficiencies that only became visible...