Our blog

People First. Progress Always.
Committed to creating better support.

At Fixate, we’re all about delivering real value to the user. Our blog is where we break down how we do it, how we build better support – through user-focused insights, smart strategies, and a mindset of constant improvement. Whether we’re talking about building better support, enhancing KPIs, improving customer experience, or creating a culture that truly cares, we’re not here to give you fluff. We’re here to share what works, what doesn’t, and how you can make things better, every day.

Dive into practical ideas, fresh perspectives, and actionable advice designed to help you focus on what matters most: the people you serve.

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Reducing Customer Churn by Applying Goodhart’s Law in Customer Support

Learn how Goodhart’s Law applies to customer support and how focusing on user needs over metrics can reduce churn and improve retention. Discover support strategies for lasting customer loyalty.

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Taking a fresh look

Looking from the outside in means stepping back and seeing your service from the user’s perspective. By walking in their shoes and viewing the entire process end-to-end, you can spot opportunities for real improvement. Challenge the way things are done and focus on creating meaningful, human-centred interactions. It’s not about systems—it’s about helping people.

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Developing a Culture of Improvement

Curiosity is encouraged, mistakes are celebrated, and the pursuit of better is never-ending. A place where it’s not just about hitting targets but about pushing boundaries, experimenting, and having fun along the way. That’s what we mean by a culture of improvement.

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Setting KPIs Based on the User Experience

When it comes to setting KPIs, focus on what truly matters: the user experience. At Fixate, we believe the only KPIs that count are how fast you resolve the issue and how happy the user feels afterward. Balancing hard data with emotional feedback, real-time reactions with long-term trends, and a mindset of continuous improvement are key. KPIs aren’t just about hitting targets—they’re about shaping a culture that strives to exceed expectations. In the end, it’s not the internal numbers that matter, but how the user feels when they walk away.

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Turning Customers Into a Marketing Army

Turning customers into advocates is about empathy and care, especially when things go wrong. By balancing speed with quality, personalising interactions, and building trust through transparency, you create a natural desire for customers to share their positive experiences. It’s not about incentivising—it’s about delivering a service that people genuinely want to talk about.