Explore Our Blog

The shocking truth: most companies claiming 80% first contact resolution are lying. Here's why your real FCR is probably under 50%—and the exact playbook to fix it without faking the numbers.

Why 94% of customers stick with brands that make things easy, not amazing. The overlooked metric that predicts loyalty better than satisfaction scores—and how to measure what actually matters for your business.

Learn how self-service, AI chatbots, and proactive alerts can deflect tickets, cut support volume, and free your team to tackle complex challenges.

Master the difference between CSAT and NPS with our easy-to-use glossary. Learn what each metric measures, how they’re calculated, and when to apply them—so you can choose the right tool for immediate satisfaction versus long-term loyalty and drive meaningful customer insights.

Discover why today’s chatbots trap customers in endless “please rephrase” loops—and how intelligent, context-aware AI that knows when to hand you off to a human can turn your support from frustrating obstacle course into a fast-lane solution.

Découvrez comment l'équipe support du Vapoteur Discount a réussi à traiter jusqu’à 6 fois plus de tickets quotidiens pendant les pics d'activité, tout en augmentant sa satisfaction client de 8 points, sans recruter. Steven, spécialiste support B2C, partage comment l’intégration de Quivr leur permet aujourd'hui de gérer efficacement la saisonnalité tout en libérant du temps pour des missions à forte valeur ajoutée.