Blog
Notes on customer support, product signal, and building an AI agent customers actually trust.
July 21, 2026
A founder's guide to reading support conversations for product signal
Support tickets are some of the cheapest user research available, and most of it never gets read past whoever closed the ticket.
July 14, 2026
Your AI agent already knows your website. Your knowledge base is for everything else.
A knowledge base full of your own marketing copy teaches an AI agent nothing it didn't already know. Here's what actually belongs in it, and where to find the first ten entries worth writing.
July 7, 2026
The real cost of a support ticket, and how to calculate yours
Cost per ticket is a knowable number most teams have never actually run. Here's the simple version, and what it's actually useful for once you have it.
June 30, 2026
What counts as a good response time, and why it matters less than you think
Response time benchmarks by channel, and the more important number most teams don't track: how long it actually takes to solve the problem.
June 16, 2026
How to tell a customer is about to churn from a support conversation
Usage data is a lagging indicator. A support conversation can show you the moment a customer decides to leave, if you know what to look for.
June 2, 2026
Why most support bots throw away the most useful data you have
A support ticket closes and the information in it usually goes with it. Here's what gets lost, and why clustering conversations automatically changes that.