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.
CX Heroes Podcast #52: Why a Missed Delivery Date Costs You More Than the Order
In B2B, what you're really selling is the experience around the product. Melanie Edwards Virreira, who has spent her career in packaging, says the product is only part of what a customer pays for…
Read more →Context Boundaries: When to Start Fresh With AI
The single most useful thing I have learned working with AI every day is not a prompt…
Read more →What an AI Customer Support Deployment Actually Looks Like
Most AI support pitches end at launch day. The real work is what happens next. One retailer's self-resolvable inquiries fell 78% within weeks of go-live, so fast the team assumed their own tracking had broken. What actually happens in the 90 days after an AI support tool goes live? Here's the actual 90-day arc behind four real deployments, told in the order it happened, not the order it got pitched. You've watched a knowledge base project launch loud and go quiet…
Read more →Your CX Problem Is Probably a Knowledge Problem
The launch went fine. New chatbot, refreshed help center, an AI pilot the executive team is excited about…
Read more →Executives Think Customers Trust Them. They Don't.
Ninety percent of business executives believe customers highly trust their company. Only 30% of customers actually do…
Read more →Helpfeel Launches AI-Ready Consulting for Call Centers
Japan's call centers answered fewer calls every year for the last three years, and hiring hasn't gotten any easier…
Read more →CX Heroes Podcast #53: AI Can Write the First Draft. The Revision Is Still Your Job.
Elise Jeanmaire has spent eighteen years building and scaling support teams at Sonos, Reebok, Nestle, SeatGeek, and Dutchie. Today she runs customer experience, loyalty technology, and retention at SimpliSafe, and she holds a COPC certification. She also writes fiction…
Read more →Inside HACK Lab: Helpfeel's Silicon Valley Rotation
In July 2026, Helpfeel kicked off HACK Lab, a rotation that brings our engineers and PMs to Silicon Valley for short, hands-on stretches…
Read more →Things That Are Knowable Today (And Weren't a Few Years Ago)
A few years ago, most of this list was either too expensive to build or technically out of reach. Now it's a weekend project…
Read more →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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