A Practical Taxonomy for Ecommerce Support Questions
AI support becomes useful only when the operating rules behind it are explicit. The hard part is rarely writing a fluent reply; it is deciding which…
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Designing AI Assistance for Agents, Not Just Automation
The safest way to introduce AI into support is to treat every automated answer as the result of a small, reviewable process rather than as free-form…
A Minimal Data Model for Product Questions in Customer Support
AI support becomes useful only when the operating rules behind it are explicit. The hard part is rarely writing a fluent reply; it is deciding which…
Designing After-Hours Support Without Hiding the Human Team
The safest way to introduce AI into support is to treat every automated answer as the result of a small, reviewable process rather than as free-form…
The WhatsApp Handoff Problem: Passing a Bot Conversation to a Human Without Losing Context
Every support team that puts a bot on WhatsApp eventually hits the same wall. The bot handles the easy questions well. Then a customer asks somethin…
The best Intercom alternatives in 2026 (an honest comparison)
The best Intercom alternative depends on which pricing model you can live with: Zendesk or Freshdesk if you want a per-seat suite, Gorgias or Chatba…
24 Hours After Opening: The First Inquiries, and the First Sale I Already Lost
Originally published at moday.me . Building MODAY in public. 24 Hours After Opening: The First Inquiries, and the First Sale I Already Lost Opened o…