Notes from the support floor.

First response time is the number customers feel most. Five steps that took our customers from hours to under a minute.

Agents approve replies before they're sent, then switch topics to automatic once they trust them. Here's how it works.

Two agents on shift, 9,000 conversations, no backlog on Monday. How Parcelly prepared for its busiest weekend.

Short pages, one question each, the answer in the first line. Small changes that make every AI answer better.

Relay can now issue refunds, change addresses and cancel orders inside the chat, within limits you set.

Customers write at 11 pm and hear back at noon. Most of those questions could be answered in seconds.

A good handoff feels like one conversation. Rules for when Relay should step back, and what the agent should receive.

Your conversations and docs never improve anyone else's model, ours included. A plain-language look at how we keep that promise.

CSAT tells you how a customer felt. These four numbers tell you why, and what to fix next.

Password resets were 30% of Lumen's queue. Here's how they handed them to Relay and got their Mondays back.

Friendly, formal or playful. How Relay's tone settings work, and the three examples that make them stick.

Three hours a night answering the same twenty questions. That was our support team before Relay, and it is still most support teams today.