Practical writing on AI in customer service, retention, and the business of everything after the sale. No hype, some numbers.
Fully autonomous support bots are a liability. Fully manual support doesn't scale. The useful answer is a written rule for who does what — and a workflow that enforces it.
Read · 6 minBy the time a customer cancels, they told you weeks ago — in usage, in tickets, in a failed card. Here's how to listen, and what to send when you hear it.
Read · 7 minThree departments, three tools, three reports — and one customer who experiences all of it as a single relationship. What breaks, and what a pod looks like instead.
Read · 5 min
