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.
Customer service
An SLA is a promise about how fast you'll reply and resolve. Which targets to set for each channel, how business hours change the maths, and how a small team keeps its promises when volume spikes.
Sales and lead generation
Chat leads that stay in the chat tool get forgotten. What to sync, how native integrations compare with Zapier, and how to score and route chat leads so sales actually follows up.
Comparisons
Two polished work management tools that look alike in a demo and feel very different in use. Which one fits a small team, how their seats and AI are billed, and when to pick something else.
AI in customer service
Since August 2, 2026, the EU AI Act requires chatbots to say they are AI. Here is what that rule and GDPR mean for a business using an AI agent in customer service, and a checklist to get compliant.
E-commerce
Omnichannel is sold as an enterprise project. For a small store it comes down to a few decisions about channels, one inbox and shared customer history. Here is how to get it right before the holiday peak.
Industries
Calls you can't pick up mid-haircut, DMs you see at midnight, and the same opening-hours question all day. How local businesses can answer customers faster with chat, online booking and WhatsApp.
E-commerce
For stores that sell through social, Instagram DMs are a support queue whether you planned it or not. How to answer them from a shared inbox, automate the repeats and stay within Meta's messaging rules.
SaaS support
AI agents answer setup and how-to questions well, and struggle with bugs and edge cases. Where AI helps in technical support, where it invents answers, and how to escalate with context.
Marketing
Forms that capture leads, take orders and collect payments compared on free plan limits, logic, payments, integrations and what happens to the data after someone presses submit.
Comparisons
tawk.to is free with unlimited agents; Tidio has a free plan and grows into AI and automation. What each one gives you for nothing, what you pay for later, and which to choose.
E-commerce
Shoppers increasingly want to message your store on WhatsApp. How to choose between the Business app and the API, stay within Meta's rules, automate the routine and keep it all in one inbox.
Sales and lead generation
A new lead is most interested in the minutes after they contact you. How to measure your response time, reply instantly around the clock with AI, and get hot leads to a person or a calendar fast.