Operational Efficiency

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.

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.

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

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.

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.

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.

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 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.

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.

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.

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…

Concept

Mar 24th 2025

4 min

Upscale Automate Outsource Choosing the Right Growth Strategy

Deciding whether to upscale, automate, or outsource depends on your company’s current position and future goals. Upscaling offers control but requires heavy investment. Automation can improve efficiency, but only if built on a strong foundation. Outsourcing, when done right, extends your capabilities without sacrificing quality. The biggest mistake? Choosing the wrong approach and damaging your customer experience. The right path is the one that helps you grow without breaking what makes your business great.

Concept

Feb 15th 2025

3 min

Outsourcing Support: The Good, The Bad & The Reality

Outsourcing support can be a game-changer, but it’s not all smooth sailing. Here’s a look at the real pros and cons to help you decide if it’s the right move.

Productivity Hacks

Dec 10th 2024

4 min

How to Reduce Customer Churn with Exceptional Support

Explore how exceptional customer support reduces churn by addressing user needs, providing fast, empathetic responses, and building loyalty. Learn the key support strategies to keep customers satisfied and engaged long-term.

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.

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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