Your Customers Stopped Starting at Your Help Center
More than half of customer service journeys now start somewhere you do not control…
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Notes on self-service support, ticket deflection, and findable knowledge.
Don't Produce Noise, Produce Music
Every support team is sitting on a pile of data. Ticket counts, contact volume, CSAT scores, raw search logs…
Read more →CX Heroes Podcast #50: Everything In Support Can Be Automated. That Doesn't Mean It Should Be.
Ask Tim Thijsse whether the support function will ever be fully automated and he gives you a one-word answer. Yes…
Read more →Let Your Customers Write Your Knowledge Base
This is an opinion piece, not a how-to. No step-by-step, no checklist. Just a few things we keep seeing, and what we think they mean…
Read more →10 Overpowered AI Prompts I Actually Use Every Day
Most "best AI prompts" lists are padding. Long templates nobody types twice…
Read more →CX Heroes Podcast #48: The Support Agent Role Is Being Rewritten. Most Teams Aren't Building For It Yet.
The support agent job description is being rewritten right now, and most support leaders have not noticed yet…
Read more →CX Heroes Podcast #49: Your Customer Can't Be Honest With Your Sales Rep
A sales rep spent three years taking his customer to ballgames and dinners…
Read more →Why Helpfeel Exists
Hello from Helpfeel…
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