Another Point of View
Two-trip service calls are expensive, frustrating, and mostly avoidable. Here’s how field service teams use remote visual triage to diagnose before dispatching — cutting repeat visits significantly.
Read more →Every major CX platform went all-in on AI agents. Most solved the same narrow problem. Here’s what they stopped investing in — and why that gap is the most interesting space in CX right now.
Read more →AI handles tickets fast. But there’s a class of customer service interaction it consistently fails — the kind that matters most for retention. Here’s the blind spot nobody’s fixing.
Read more →AI can now handle 70% of customer service tasks. But the 30% it can’t — complex, emotional, high-stakes interactions — is exactly where customers decide whether to stay or leave.
Read more →Customer support is reshaping how we think about this topic. You’ve seen this ticket before.
Read more →Visual customer support is the fastest-growing support channel in 2026. Text troubleshooting for physical products is broken. Here’s why seeing beats describing.
Read more →75% of customers say AI-only support leaves them frustrated. Companies like Klarna are already rehiring. The race to zero human agents has a reckoning — and the companies that figured out AI + human will own the next decade.
Read more →The biggest problem in customer support isn’t ticket volume — it’s that customers can’t show you what’s wrong. Visual support changes that.
Read more →Viewabo is now self-service. Any support team can sign up, try it, and connect it to their workflow without talking to anyone.
Read more →Multimodal AI customer support lets customers send photos and video to get help. Here’s why this changes support fundamentally and how to build for it.
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