Rethink customer relationship, differently.
In-depth articles for support leaders, founders, and ops people who want to structure their customer relationship without falling into prepackaged recipes. No jargon — numbers, real experience.
// Pillar articles
How to audit your customer support in 4 weeks (complete guide)
The complete methodology to diagnose your support: which data to analyze, which interviews to run, how to prioritize findings, how to deliver an actionable roadmap. With report template and scoring grid.
Read article (≈ 18 min) TOOL SELECTIONZendesk vs Intercom vs Front: an honest comparison (2026)
No-nonsense comparison of the 3 B2B helpdesk leaders: real pricing, adoption curve, strengths and limits. Which tool fits which profile? With a 40-criteria scoring grid.
Read article (≈ 15 min) STRATEGYReducing churn through support: 7 concrete levers
Support isn't a cost center — it's the second retention lever after product. How to transform your support operation so it measurably contributes to LTV. With ROI calculations.
Read article (≈ 14 min)// Short articles
5 must-have macros for B2B support
The 5 reply templates that cover 40% of B2B support volume, with the wording that works and the pitfalls to avoid.
Read (≈ 6 min) INDUSTRY — CONSTRUCTION3 mistakes that sink after-sales support in construction SMBs
Specifics of after-sales support in construction (demanding pro customers, technical files), and the 3 most common pitfalls with their fixes.
Read (≈ 7 min) MEASUREMENTCSAT, NPS, FCR: understanding the 3 key support metrics
Definitions, calculation methods, sector benchmarks, and the classic mistake that makes these measurements useless.
Read (≈ 8 min) DECISIONOutsource your support or not: 5 criteria to decide
Practical decision grid: when outsourcing is the right answer, when it's a trap, and how to frame the contract.
Read (≈ 7 min) SUPPORT HIRINGFirst support hire: 4 questions to ask before posting the job
Before publishing a job ad, the 4 questions that determine whether you'll hire the right profile for the right reasons.
Read (≈ 6 min)Want to discuss your support directly?
Beyond articles, the best format is a direct conversation. 30 minutes to situate where you stand and see if we can be useful.
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