blog
Follow the Sun model: principles for 24/7 customer support
In today’s business climate, it’s important to be everywhere at the same time – what some call the follow the sun model.
December 11, 2020
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7 customer support knowledge base best practices
Live chat, SMS, Facebook Messenger—customers today have near-instant access to help from a company at their fingertips.
December 13, 2019
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Customer support vs customer service
Customer support and customer service are not interchangeable terms, and knowing the difference isn’t just a game of semantics.
June 25, 2018
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5 FAQ updates that reduce support volume for DTC brands
Strategic FAQ updates help DTC brands cut support tickets by 40%. Learn how to answer product questions, handle returns, and scale ecommerce customer service.
December 3, 2025
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Shopify for small businesses and solving the CS bottleneck
Shopify makes launching easy, but CS becomes the bottleneck as you scale. Learn how AI customer support builds relationships, not just resolves tickets.
October 22, 2025
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Best AI tools for small businesses in 2026
Discover AI solutions for small business that deliver efficiency without losing your humanity. From ChatGPT to AI customer support, here's what actually works.
October 13, 2025
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Pulled-forward spending is real and here’s how you avoid the post-spike slump
Facing a post-spike slump from pulled-forward spending? Discover how AI-powered CX strategies boost customer retention and turn support into a revenue driver.
June 17, 2025
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AI in commerce is the future — and ticketing systems will hold you back
AI is revolutionizing commerce, making ticket-based support outdated. Discover why AI-led commerce is the future for human-centered customer support.
April 22, 2025