Practical guides on choosing and running the software behind your business, starting with customer service. Each one explains the problem, the options and the tools we would pick.
AI in customer service
The handoff from an AI agent to a person is where most AI support goes wrong. When to hand over, how to pass context, what to say out of hours, and how to measure whether it works.
E-commerce
Most stores track either everything or nothing. These seven metrics show whether your support is fast, correct and good for sales, with how to measure each one and what to do when it slips.
Comparisons
Tidio and Zendesk both answer customers with people and AI, but they are built for very different teams. A side-by-side look at setup, AI, pricing models, ticketing and e-commerce.
Comparisons
Mailchimp is the easy all-rounder; Klaviyo is built around store data. A side-by-side look at pricing, segmentation, automation and SMS, and which one fits your shop.
SaaS support
Founders answer support from a personal inbox until it breaks. Here is the first real setup for a SaaS startup, covering channels, docs, an AI agent, bug routing and when to hire.
E-commerce
Ready-to-copy replies for delays, damaged items, refunds, stock problems, discount codes and upset customers, with advice on personalising them and which ones an AI agent should send.
Customer service
What free plans from Tidio, Help Scout, tawk.to, HubSpot, Chatwoot and Zammad really include, what they leave out, and when free ends up costing more than a paid plan.
Operations
Payroll is local, HR is not, and hiring abroad is a different job again. How to choose by country and team size, what each type of tool does, and our picks for teams of two to two hundred.
E-commerce
Skips, swaps, failed payments and cancellations make subscription support different from one-off orders. How to set up self-service, automation and fair cancellation flows that keep subscribers longer.
Comparisons
Both combine live chat, a help desk and an AI agent, but they're built for different companies. Where each one wins, how their pricing really works, and which to pick.
Comparisons
Two full help desks with per-agent pricing and built-in AI. Where Freshdesk gives more for less, where Zendesk is worth the premium, and how their AI is billed.
Customer service
The holiday peak brings complaints and one-star reviews with it. How to calm an angry customer, when to refund instead of argue, and how to reply to reviews in public.