Another Point of View
We finally shipped self-service signup after months of hesitation. Here’s what actually changed — conversions, support volume, revenue — and the things we got wrong before we got them right.
Read more →Your support flow has a drop-off problem — and your app might be causing it. Here’s why no-download, browser-based video support closes more tickets and retains more customers.
Read more →Self-service is no longer a customer support differentiator in 2026. What actually separates winning support teams is the escalation experience.
Read more →Call deflection is the most popular metric in customer support — and it might be measuring the wrong thing. Here’s why resolution rate is the number that actually predicts retention.
Read more →Sending a truck without a diagnosis is the most expensive habit in field service. Smart HVAC teams use remote visual tools to triage before dispatching — and cut costly callbacks significantly.
Read more →Not all remote visual support tools are built the same — or for the same teams. This guide compares the top options for 2026, who they’re actually built for, and what to evaluate before you commit.
Read more →In 2023, Atlassian acquired Loom for $975 million. Everyone said it was a great outcome for the founders.
Read more →AI visual support is powerful — but it’s not the right tool for every SMB. Here’s how to tell if AI-powered visual support will actually help your team, or just add complexity and cost.
Read more →Two-trip service calls are expensive, frustrating, and mostly avoidable. Here’s how field service teams use remote visual triage to diagnose before dispatching — cutting repeat visits significantly.
Read more →Every major CX platform went all-in on AI agents. Most solved the same narrow problem. Here’s what they stopped investing in — and why that gap is the most interesting space in CX right now.
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