Notes from running support every day.

What we learn running support for other companies: which numbers are worth watching, where AI helps and where it doesn’t, how to cut repeat contacts, and when outsourcing makes sense.

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 User Experience User-Centric KPIs

Close-up of a laptop with a Swedish keyboard layout, with a smartphone in an orange case and a coffee cup resting on a dark desk in the background.

AI in Support

Oct 24th 2026

6 min

AI won't solve every support problem, and your chatbot resolution rate shows why

Your chatbot resolution rate should only count the problems a bot actually solved. Under 80% needs fixing. This is how I'd measure it and what I'd do.

Lisa, in a red blazer, talks with Gustav, in a white polo shirt, in a bright space with exposed beams and pipes, shot from a low angle.

AI in Support

Sep 20th 2026

5min

Six questions to ask your support provider about the EU AI Act

The EU AI Act's high-risk rules moved to 2027, but the parts that reach chatbots, QA tools and support teams already apply. Six questions to ask.

Close-up of two people typing on laptops at a table, with a branded water bottle nearby; the foreground laptop screen shows a design board with the text "Hassle-free support" and "Focus on growth".

AI in Support

Sep 9th 2026

6 min

2 in 5 AI Projects Get Abandoned - Why?

Most AI projects in support are dropped for the same reason: the tool arrived and nobody was trained to use it. What to do differently.

A woman with curly brown hair smiles at the camera while wearing teal over-ear headphones, pointing a finger toward her ear.

AI in Support

Aug 31st 2026

6 min

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

Most Black Friday chatbots go untested. See why adoption and resolution rates matter more than automation hype, and how FIXATE keeps peak season covered.

Customer Experience

Aug 23rd 2026

3 min

I didn't like the idea of outsourcing support

I was asked to find a support provider. I didn't want to buy hours, I wanted one that owned the outcome. I couldn't find it, so I built it. This is why.

Reine Svensson sitting on a sofa, working on a laptop with an open notebook beside him.

Data-Driven Decision Making

Aug 8th 2026

5 min

What Customer Support Sees Before the Board

Customer support metrics can reveal product friction, hidden costs and retention risks before they reach the board. Here’s what investors should watch.

A hand holds a smartphone in camera mode, framing a QR code sign that reads 'Scan for Support' on a wall, with a technical line drawing visible on a tablet screen in the blurred background.

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.

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Customer Experience

Mar 27th 2026

9 min

Why customer support gets worse as companies grow

As companies grow, support often shifts from care to process. This article explores why that drift happens and what it costs over time.

A bearded, bald man in a black patterned t-shirt talks with colleagues at the FIXATE Göteborg office, with laptops, monitors and large windows in the background.

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.

A bearded man wearing glasses laughs while holding an orange mug at his desk, talking with a colleague seated across from him in an office cubicle.

User Experience

Feb 1st 2026

6 min

Human connection matters more than performance in service

Faster, more efficient service often loses the human touch. Why trust and attitude shape the customer experience more than speed does.

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Customer Experience

Jan 26th 2026

6 min

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

Customers still trust a real voice when something matters. Why phone support remains the most reliable channel and how to protect it.

A woman wearing headphones sits at a computer, chin resting on her hand, focused on the screen in front of her.

Customer Experience

Jan 14th 2026

7 minutes

Why Customers Hate Bots and How to Fix It

Why customers get frustrated with bots, and how to design automation that solves problems quickly and keeps a person within reach.

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.

Close-up of hands typing on a laptop keyboard, with a website design reading "Hassle-free support" and "Focus on growth" visible on screen, surrounded by other open laptops on a table.

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.

A group of colleagues sit around a table in an office, one man with arms crossed listens while a colleague points at data on a laptop screen, with city rooftops visible through the window behind them.

Continuous Improvement

Nov 24th 2025

4 min

5 Steps to Build a Continuous Improvement Culture

Five steps that help leaders build a continuous improvement culture, where ideas flow, problems get solved together and progress keeps going.

A person wearing a dark grey FIXATE t-shirt leans in close to inspect the mechanical components of a piece of industrial equipment.

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.

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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.

A man and woman look at a monitor showing Windows notification settings, with a colleague standing behind them in an office by a window.

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.

A person seen from behind, sitting in an armchair, scrolling and tapping on a smartphone held in both hands.

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.

Four colleagues gather around standing desks in an open-plan office. One in a blue hoodie points toward something off-frame while a man in a cream sweatshirt and a seated woman look on, with a bearded colleague listening in the foreground; monitors, a desk lamp, and a plant sit nearby.

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.

A man in a blazer stands presenting with markers in hand at a glass whiteboard covered in notes, while colleagues sit around a table with laptops and mugs in the FIXATE Göteborg office.

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.

Karl Evans sits on a sofa smiling, one arm resting behind his head, with a laptop open beside him in a softly lit living room.

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.

Lisa Nerme sits at a desk talking with a colleague, monitors and a laptop behind her.

AI in Support

Sep 8th 2025

5 min

AI in Support: It’s Not About the Chatbot

Use AI in support to enhance the customer experience, not just automate it. Discover smarter ways to boost quality, reduce effort, and improve user experience.

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User-Centric KPIs

Sep 2nd 2025

6 min

Designing Experiences That Don’t Confuse People

Confusing support experiences frustrate users and inflate costs. Fixate helps design clarity from the start—so support calls don’t need to happen.

Seven people, including Karl Evans, stand smiling in a line against a colorful mural wall in teal, white, and orange, dressed in smart-casual clothing.

Leadership & Team Dynamics

Aug 25th 2025

7 min

Support Staff Deserve Better: The Hidden Human Cost Behind Great Service

Your support staff are the face of your brand. When they thrive, so does your service. How better treatment leads to better outcomes.

A person in a white hoodie and jeans sits on a sofa, holding and looking at a smartphone, seen through a window or door frame.

Customer Experience

Aug 19th 2025

6 min

Chatbots vs Real People: Why the Best Support Has Both

Bots clear the routine questions, people handle the rest. How to balance chatbots and real people for support that is fast and still human.

A person wearing a dark grey FIXATE t-shirt reaches into an open panel on the side of a red truck, working on its mechanical components in a workshop.

Continuous Improvement

Aug 11th 2025

7 min

Preventative Support: Design That Stops Problems Before They Start

Preventative support reduces ticket volume and protects your brand. Learn how smarter design and feedback loops improve customer experience.

Mark Wooden, wearing a black FIXATE t-shirt, smiling while leaning against an open van door outdoors in the UK.

Continuous Improvement

Apr 7th 2025

19 min

Why Following the Standard Isn’t Enough – Beyond the Standard

Following the standard keeps you average. The best companies question the norm and go further.

Four colleagues sit around a table with open laptops during a meeting in a dimly lit office room, with a warm lamp glowing in the background.

Concept

Mar 24th 2025

4 min

Upscale Automate Outsource Choosing the Right Growth Strategy

Should you Upscale Automate Outsource? The right choice depends on where your business is today and where you want it to go. Here’s how to decide.

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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.

A man wearing glasses and a dark FIXATE t-shirt leans over a workbench, writing on a metal beam surrounded by bolts, cable ties, and sheet metal parts.

Leadership & Team Dynamics

Dec 26th 2024

3 min

How Quality Support Sets Your Brand Apart

Stand out in a crowded market. Discover how quality support can be the edge that keeps customers loyal and makes your brand memorable.

A man in a dark green FIXATE t-shirt talks with another man in a black polo shirt inside a mechanical workshop, surrounded by tools, a drill press, and a red tool chest, with a photography softbox visible to the side.

Productivity Hacks

Dec 10th 2024

4 min

How to Reduce Customer Churn with Exceptional Support

Discover how to enhance customer experience with effective strategies. Learn to reduce churn, increase retention, and build lasting relationships today!

Karl Evans and Robin, two colleagues, laughing together at a standing desk in an office, with a small potted plant between them.

Customer Experience

Nov 25th 2024

4 min

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

Explore the importance of customer support and how Fixate can help you transform customer interactions from ‘meh’ to ‘wow’ with exceptional service.

Karl Evans, wearing glasses, smiles back over his shoulder while standing at a wooden desk with an open laptop showing the FIXATE website.

Data-Driven Decision Making

Nov 12th 2024

2 min

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

The 6 key support strategies to keep customers satisfied and engaged long-term with exceptional customer service.

Continuous Improvement

Oct 16th 2024

2 min

Taking a fresh look at processes

Looking at your service the way your users do shows what to change first. Why the outside-in view leads to changes that matter.

Lisa Nerme listens as a bearded colleague gestures while speaking, in a bright office space.

Continuous Improvement

Oct 14th 2024

2 min

Developing a Culture of Continuous Improvement

How to build a culture of continuous improvement: give people room to try things, make it safe to speak up and keep improving over time.

User-Centric KPIs

Oct 14th 2024

3 min

Setting KPIs Based on the User Experience

How to set KPIs around the user experience: balance data with how people feel, use real-time feedback and improve what matters to users.

Customer Experience

Oct 14th 2024

3 min

Turning Customers Into a Marketing Army

Explore how delivering exceptional service and building trust can transform customers into a powerful marketing army for your business.

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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