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.
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.
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.
Leadership & Team Dynamics
|Dec 26th 2024
3 min
Stand out in a crowded market. Discover how quality customer support can be the edge that keeps customers loyal and makes your brand memorable.
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.
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.
