User 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

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 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

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.

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.

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

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.

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.

Data-Driven Decision Making

Nov 12th 2024

2 min

Reducing Customer Churn by Applying Goodhart’s Law in Customer Service

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

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

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