Customer Experience

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

AI in Support

Sep 9th 2026

6 min

2 in 5 AI Projects Get Abandoned - Why?

Picture the Q1 review. Someone pulls up the deck from last year's big AI rollout, the agent-assist tool, the smart routing layer, the chatbot that was supposed to change everything. It's quietly gone. Retired, paused, "under review." Someone explains why: the model wasn't accurate enough, the vendor overpromised, the use case wasn't there. Everyone nods. Nobody says the sentence that's actually true, which is: we bought the tool and never taught anyone how to use it. That meeting happens constantly right now, and it's not really about the AI at all.

AI in Support

Aug 31st 2026

6 min

Black Friday: Would You Trust Your Chatbot With the Most Critical Hours?

Picture the debrief meeting in January. Someone pulls up last year's Black Friday numbers, record revenue on the top line, and underneath it, a spike in refunds, a run of one-star reviews about "no one answering," and a support inbox that took three weeks to dig out from. Everyone nods. Someone says "we'll plan better this year." Then February happens, then March, and by the time October arrives, the plan is still a slide nobody built.

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.

Customer Experience

Mar 30th 2026

8 min

What Support Has to Do with Sales

Support does more than solve problems. It shapes trust, retention, and growth. Here is how support quietly drives sales over time.

Customer Experience

Mar 27th 2026

9 min

Why customer support gets worse as companies grow

Customer experience rarely breaks. It drifts. Here is why it gets worse as companies grow and what that reveals about priorities.

User Experience

Feb 26th 2026

6-7 min

When Urban Mobility Support Becomes Marketing

Urban mobility support can become marketing when frontline teams are empowered to create recovery moments users talk about.

User Experience

Feb 1st 2026

6 min

Human connection matters more than performance in service

When services become faster and more efficient, human connection in service is often lost. Why trust and attitude shape customer experience more than performance.

Customer Experience

Jan 26th 2026

6 min

Phone Support Isn’t Dead. It Still Leads Customer Support

Phone support still leads customer support. Customers trust real voices, not bots. Learn why voice remains the most reliable channel and how to protect it in a digital world.

Customer Experience

Jan 14th 2026

7 minutes

Why Customers Hate Bots and How to Fix It

Predictive monitoring shows why customers hate bots. People want real support, fast solutions and honest design. Automation works only when it respects the human need to feel understood.

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.

Customer Experience

Dec 15th 2025

7 min

Can AI replace your customer support?

Can AI replace customer support, or should it work alongside people? A practical guide for leaders on what to consider before using AI in support.

Customer Experience

Dec 8th 2025

6 min

Why Predictive Monitoring Improves Vehicle Uptime

Predictive monitoring uses remote diagnostics to detect early faults, prevent breakdowns and deliver a smoother and more confident service experience.

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.

Customer Experience

Nov 17th 2025

5 min

Why Aftermarket Documentation Matters More Than You Think

Aftermarket documentation shapes repair speed, technician confidence and customer trust. Clear instructions today mean better uptime and a stronger service.

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.

Customer Experience

Oct 27th 2025

5 min

Why use noreply@ in your email? Don’t you care about your customers?

Using a noreply@ email tells users you’re not listening. Discover why it harms trust, weakens experience, and what leaders can do instead.

Customer Experience

Oct 13th 2025

4 min

Do Something No One Expects: Stand Out and Be a Market Leader

Customer support can set you apart. Learn how the Rule of 250 turns every client into a brand amplifier and drives long-term market leadership.

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.

Customer Experience

Sep 22nd 2025

8 min

Support Is Not a Cost Centre, It’s Your Brand on the Front Line

Support is not a cost centre, it's your brand on the front line. Learn why support drives loyalty, growth, and trust more than marketing ever could.

Customer Experience

Sep 15th 2025

7 min

Omnichannel Expectations: Give People Options, Not Excuses

Omnichannel support means seamless choices, not chaos. Learn how to connect every channel into one effortless user experience.

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.

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.

Customer Experience

Aug 19th 2025

6 min

Chatbots vs Real People: Why the Best Support Has Both

Support should be built around what the user actually needs in the moment. And that almost never means choosing just one way to help.

Customer Experience

Nov 25th 2024

4 min

The Importance of Customer Support: Transforming ‘Meh’ into ‘Wow’

Wondering why support matters? It’s the difference between “meh” and “wow.” Great support keeps customers happy, loyal, and ready to spread the word. If your brand wants lifelong fans, start with support that actually cares.

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

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