Blog

Exploring how AI is transforming customer support operations and what teams should know.

Learn how to set up Zendesk triggers and automations to save time on repetitive support work. From basic triggers to complex workflows.

How call center QA scorecards, sampling, and calibration actually work, why manual sampling breaks down at scale, and what changes when the agent being reviewed is AI.

Pizza parties and leaderboards don't fix customer service motivation. Here's what Gallup's data, Reddit's agents, and eesel's own customers say actually works.

The SaaS customer support best practices that actually move first response time, resolution rate, and CSAT, from someone who works the queue every day.

A practical guide to the ticket escalation process: the two types of escalation, what triggers one, a step-by-step build, and where AI now fits in.

A practical guide to customer behavior analysis for support and CX teams: the five lenses, the metrics that matter, and how to run one without a data team.

What automated customer communication really covers, how AI handles it end to end, what it costs, and how to roll it out without breaking customer trust.

The live chat etiquette rules that actually move CSAT: fast acknowledgements, human tone, honest holds, and clean handoffs. From someone who works the queue.