Build better support from real-world experience. This customer support blog shares practical playbooks, honest lessons, and user-first strategies to improve CX, KPIs, and day-to-day operations, so you reduce repeat contacts, resolve faster, and scale without drama.
Customer Experience
|Dec 8th 2025
6 min
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
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
Aftermarket documentation shapes repair speed, technician confidence and customer trust. Clear instructions today mean better uptime and a stronger service.
Customer Experience
|Oct 27th 2025
5 min
Using a noreply@ email tells users you’re not listening. Discover why it harms trust, weakens experience, and what leaders can do instead.
Continuous Improvement
|Oct 20th 2025
5 min
Most teams start from metrics, not users. Learn why true support operations improvement starts outside-in — and how it transforms performance.
Customer Experience
|Oct 13th 2025
4 min
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.
AI in Support
|Sep 29th 2025
5 min
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. Learn why support drives loyalty, growth, and trust more than marketing ever could.
Customer Experience
|Sep 15th 2025
7 min
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
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
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
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
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
Most companies think support is about fixing problems. The great ones know better…
Continuous Improvement
|Apr 7th 2025
19 min
Just following the standard keeps you average. The best companies challenge norms, innovate, and go beyond the standard.
Concept
|Mar 24th 2025
4 min
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 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
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.
Customer Experience
|Nov 25th 2024
4 min
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.
Data-Driven Decision Making
|Nov 12th 2024
2 min
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.
Continuous Improvement
|Oct 16th 2024
2 min
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
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
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 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.
Based in Copenhagen, we operate around the globe to deliver total support where and when you need it.
