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Insights on AI-powered support
Best practices, product updates, and stories from the
frontlines of customer support.
PRODUCT
Introducing Helios 2.0: The next generation of AI support
We've rebuilt our AI engine from the ground up. Helios 2.0 delivers 3x faster resolution times, multi-language support, and an entirely new way to train your AI on your company's unique knowledge.
Sarah Lin
Feb 28, 2025
INSIGHTS
How AI is reshaping customer expectations in 2025
Customers now expect instant, personalized responses around the clock. We explore the data behind this shift and what it means for support teams.
Jamie Monroe · Feb 22, 2025
BEST PRACTICES
5 metrics every support leader should track
Beyond CSAT and first response time, there are key indicators that separate good support teams from great ones. Here are five that matter most.
Rachel Park · Feb 15, 2025
GUIDES
Building a knowledge base that actually gets used
Most knowledge bases collect dust. Learn the structural and content principles that make self-service resources people genuinely want to use.
David Kim · Feb 8, 2025
INSIGHTS
Why response time isn't the metric you think it is
Fast replies feel good, but they don't always correlate with customer satisfaction. We analyzed 2M tickets to find what actually drives loyalty.
Alex Vasquez · Jan 30, 2025
PRODUCT
Helios + Slack: Deep dive into our newest integration
Manage support tickets without ever leaving Slack. We walk through the setup, key features, and workflows that make this integration a game-changer.
Sarah Lin · Jan 22, 2025
THOUGHT LEADERSHIP
From reactive to proactive: The future of support
The best support ticket is the one that never gets created. Here's how AI is enabling teams to anticipate and resolve issues before customers notice.
Maya Torres · Jan 14, 2025
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