Continuous Improvement

Better Customer Support Optimisation from real-world experience. FIXATE’s customer support blog offers actionable insights for optimising support operations. Learn how to reduce repeat contacts, speed up resolution times , and scale your team with confidence. Explore strategies for customer loyalty, resource management, and consulting solutions tailored to your needs.

All AI in Support Concept Continuous Improvement Customer Experience Customer Feedback & Trends Data-Driven Decision Making Innovative Thinking Leadership & Team Dynamics Operational Efficiency Productivity Hacks Real-Life Case Studies Uncategorized User Experience User-Centric KPIs

Customer Experience

Aug 23rd 2026

3 min

I didn't like the idea of outsourcing support

Outsourced support always felt like poor quality to me. That's not a very generous thing for someone who now runs a support company to admit, but it's true, and I think most people who've bought outsourced support have felt some version of it. People working to a target rather than to a customer. On a product they've never used, for a brand they've got no real reason to care about. Cheaper, yes. Better, never. So when I was asked to find us a support provider, I wasn't especially hopeful. But I went and looked properly.

Data-Driven Decision Making

Aug 8th 2026

5 min

What Customer Support Sees Before the Board

Support often feels a change before the business measures it. Here is what recurring demand, escalations and AI can reveal to investors.

Customer Experience

Jan 4th 2026

6 min

Customer Support Is Where Trust Is Won or Lost

Most companies focus on cost and speed. The real risk in customer support trust is erosion. Here’s why after sales support defines your brand.

Continuous Improvement

Nov 24th 2025

4 min

5 Steps to Build a Continuous Improvement Culture

A clear guide to the five steps that help leaders build a continuous improvement culture where ideas flow, problems are solved together, and progress never stops.

Data-Driven Decision Making

Nov 10th 2025

4 min

Get More Out of Support: Use Data to Prevent Issues

Unlock the power of your support data to prevent issues, reduce costs, and improve user satisfaction through smarter, data-driven decisions.

Continuous Improvement

Oct 20th 2025

5 min

Why Most Support Operations Are Built Backwards (and How to Fix It)

Most teams start from metrics, not users. Learn why true support operations improvement starts outside-in — and how it transforms performance.

User-Centric KPIs

Oct 6th 2025

7 min

Customer Service Metrics Are Broken: What Really Matters

Customer service metrics like handling time miss the point. Learn which two metrics really matter: user happiness and resolution speed.

AI in Support

Sep 29th 2025

5 min

Where to start with AI in aftermarket support

AI in aftermarket support starts behind the scenes. Triage, suggested replies, warranty checks and parts lookups. Pilot with control, then scale with proof.

AI in Support

Sep 8th 2025

5 min

AI in Support: It’s Not About the Chatbot

Support should feel human. Empathetic. Personal. But that doesn’t mean AI has no place—it means it needs to be used behind the scenes.

User-Centric KPIs

Sep 2nd 2025

6 min

Designing Experiences That Don’t Confuse People

When your customer has to ask for help, a confusing support experience just makes the situation worse, it’s a failure of design, process, or communication. Frustration isn’t a bug in your product; it’s a symptom of poor thinking upstream.

Leadership & Team Dynamics

Aug 25th 2025

7 min

Support Staff Deserve Better: The Hidden Human Cost Behind Great Service

If the people handling your support tickets feel boxed in or burnt out, it won’t stay hidden for long. It’ll show up in your churn rate. In customer frustration. In missed chances to build loyalty.

Continuous Improvement

Aug 11th 2025

7 min

Preventative Support: Design That Stops Problems Before They Start

Most companies think support is about fixing problems. The great ones know better…

Continuous Improvement

Apr 7th 2025

19 min

Why Following the Standard Isn’t Enough – Beyond the Standard

Just following the standard keeps you average. The best companies challenge norms, innovate, and go beyond the standard.

Leadership & Team Dynamics

Dec 26th 2024

3 min

How Quality Support Sets Your Brand Apart

Stand out in a crowded market. Discover how quality customer support can be the edge that keeps customers loyal and makes your brand memorable.

Continuous Improvement

Oct 16th 2024

2 min

Taking a fresh look at processes

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.

Continuous Improvement

Oct 14th 2024

2 min

Developing a Culture of Continuous 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.

User-Centric KPIs

Oct 14th 2024

3 min

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.

Customer Experience

Oct 14th 2024

3 min

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.

Swedish company Global Reach.

Based in Göteborg, delivering from sites across Europe, Asia and the Americas.
Engineers across the Nordics and northern Germany.

Global teams, local care

How can we help?