Guides for teams that talk to customers
Live chat, WhatsApp and SMS support, AI chatbots and faster answers, explained plainly.
How Many Live Chat Agents Do You Need? A Simple Staffing Guide
Work out how many live chat agents you need with a simple formula: chat volume, handle time and concurrency. Includes worked examples, shift planning tips and w
Read the guide →CSAT Surveys: How to Measure Customer Satisfaction After Every Chat and Ticket
What CSAT is, how to calculate it, survey questions to copy, when to send the survey, and how small support teams can turn thumbs-up and thumbs-down ratings int
Oct 14, 2026How to Reduce Customer Support Costs (Without Making Support Worse)
Nine practical ways to reduce customer support costs: fewer repeat questions, faster answers, smarter automation and the right tools, with a worked example and
Oct 12, 2026Customer Support KPIs: 10 Metrics to Measure Support Performance
The ten customer support KPIs worth tracking, how to calculate each one, how they relate to each other, and how small teams can review them in ten minutes a wee
Oct 11, 2026Customer Support SLAs for Small Teams: How to Set Targets You Can Hit
What a customer service SLA is, which targets to set, example targets by channel and priority, and how to make sure a small team actually meets them.
Sep 29, 2026How to Reduce First Response Time: 8 Practical Fixes
First response time is how long customers wait for a first reply. These eight practical fixes help small support teams cut it, without hiring more people.
Sep 24, 2026