The hottest Customer Support Substack posts right now

And their main takeaways
Category
Top Technology Topics

Introducing RunLLM: The first AI Support Engineer

Generating Conversation • 163 implied HN points • 24 Feb 25
🕹 Technology AI Software Product Development Customer Support Productivity
  1. RunLLM is an AI designed to help support teams by managing technical questions and documentation, making the process easier for both support staff and customers.
  2. One challenge for support teams is that technical products often create complex questions that can overwhelm them. RunLLM helps lighten that load by providing quick and accurate answers.
  3. Instead of just answering questions, RunLLM engages with users, helping to boost their confidence in seeking help and improving overall customer satisfaction.

Lessons From Over 13 Million Naira Worth of Organic WhatsApp Sales

Day One • 758 implied HN points • 24 Feb 24
💼 Business Sales Marketing Content creation Data Analysis Customer Support
  1. Building trust and authority through valuable content is essential for selling products or services online
  2. Utilizing testimonials and free high-quality content can greatly persuade potential customers to make a purchase
  3. Addressing objections, providing ongoing support, and reducing buyer's remorse are key to maintaining customer satisfaction and loyalty

Obvious Business Opportunities

In My Tribe • 425 implied HN points • 09 Mar 24
🕹 Technology Software Customer Support Robots AI
  1. Addressing technical debt in outdated software systems is a significant business opportunity, especially using new pattern-matching models to optimize and secure old software.
  2. Leveraging large language models (LLMs) for customer support improvement and developing efficient back-office apps for various sectors presents lucrative business prospects.
  3. Special-purpose robots tailored for specific tasks like security or medical procedures offer practical business opportunities compared to humanoid robots.
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Console #173 - Interview With Martin of Zammad - open source helpdesk & customer support system

Console • 354 implied HN points • 03 Sep 23
🕹 Technology Open Source Software Development Customer Support Programming Languages
  1. Zammad is an open source user support/ticketing solution managed via various communication channels.
  2. Martin founded Zammad with a focus on open source philosophy and sustainable business models.
  3. The Zammad team aims to enhance the platform, make it widely used globally, and uphold its commitment to open source values.

AI and Knowledge Work

Tanay’s Newsletter • 119 implied HN points • 22 Feb 24
🕹 Technology AI Software Engineering Customer Support Consulting Productivity
  1. AI is enhancing productivity and quality in knowledge work like software engineering and customer support.
  2. AI benefits are not uniform; it tends to help lower performers more, but can also assist top performers by reducing menial tasks.
  3. AI is not a cure-all; it has limitations and understanding when to use it is crucial for optimal results.

A Guide to Customer Analysis for Sequencing Kit Providers

LatchBio • 6 implied HN points • 03 Dec 24
🕹 Technology Biotechnology Data Analysis Cloud Computing Software Development Customer Support
  1. Kit providers should create analysis packages that include tools to help customers understand their data better. This makes it easier for scientists to answer their research questions.
  2. Redeemable codes can be embedded in kits to give customers access to these analysis tools. This lets providers track which customers are using the tools and how.
  3. It's crucial for kit providers to monitor their customers' progress with the analysis tools. If customers can't get the insights they need, they are less likely to buy more kits.

Unreasonable Support: Design for the Unhappy Path

The Kahneman Bot • 2 HN points • 19 Feb 24
🪑 Design UX Product Customer Support User Experience
  1. Designing for the unhappy path in user experiences is crucial for creating user loyalty and retention.
  2. Unhappy path design can trigger a sense of reciprocity in users, leading to positive responses to issues or faults.
  3. Providing what users perceive as unreasonable levels of support can result in long-term loyalty and cost-effective retention strategies.

Week 24: I'm on call

Michael Drogalis • 0 implied HN points • 11 Feb 24
💼 Business Entrepreneurship Customer Support Prioritization Product Development
  1. Building a good product doesn't guarantee seamless adoption - expect growing pains, and embrace the process of refining based on user feedback.
  2. In times of high pressure, having a clear prioritization system in place helps tackle critical issues efficiently and prevent feeling overwhelmed.
  3. When customers rely on your product, prioritize swift and effective support - early adoption is crucial and customer confidence is easily lost.