The real cost of per-seat pricing (the number is bigger than the bill)
Per-seat pricing taxes hiring. We modeled the second-order effects on five real customer accounts. The hidden cost ranges from 1.4x to 2.7x the bill.
Phones are back, and the AI is finally good enough to help
Voice traffic is up across every customer segment in 2026. Three things changed. Here is what we did about it.
The four customer support metrics that actually predict retention
We ran a regression on 14 months of customer outcomes. Two of the standard metrics correlate weakly. Two correlate strongly. Two new ones we now publish.
Intercom vs Message: the real cost at 5, 15, and 40 seats
Headline Intercom pricing is $39 per seat. The real bill is roughly 1.7x that. We modeled it on three team sizes.
AI on phones: what callers actually want (it is not what you think)
We ran post-call surveys on 12,000 AI-handled phone interactions. The findings flipped two of our product assumptions.
What changed in customer support in Q1 2026 (the patterns from 4,200 workspaces)
We aggregated anonymized usage data across 4,200 workspaces for Q1. Five patterns that should change how you plan Q2.