Industry
Support playbooks for specific industries, from e-commerce to SaaS and services.
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- Sep 2026
07 All Industry articles, newest first
AI Support Adoption Nearly Doubled. Customer Satisfaction Did Not Follow
Salesforce reports AI agent adoption in customer service rising from 39% to 66% in a year, while roughly one in five consumers who used AI support report no benefit. What explains the gap.
Gartner Says Half of AI-Driven Support Cuts Will Be Reversed by 2027
Gartner predicts half of companies that cut customer service staff because of AI will rehire by 2027. The exact prediction, the survey behind it, and how to automate without reversing.
The Independent AI Support Layer Is Disappearing
Helpdesk vendors are absorbing the AI layer they used to integrate with. What consolidation does to buyer leverage and what to verify before you consolidate too.
Customer Support in 2026: What Actually Changed
A sourced recap of customer support in 2026: outcome-based pricing, Zendesk buying Forethought, Salesforce's new editions, Gartner's rehiring prediction, and what to do in 2027.
Zendesk Bought Forethought. Here Is What It Means for Your AI Support Stack
Zendesk bought Forethought in March 2026, its largest deal in two decades. Dates, what Forethought AI Agents by Zendesk means for customers, and Forethought alternatives.
Nobody Is Building an AI Support Desk for Small SaaS. Here Is Why That Is Odd
Enterprise AI support platforms need a programme and a budget. Small SaaS teams have neither, and the same repetitive volume. Here is what the gap looks like and how to work around it.
Freshdesk's Free Plan Is Effectively Gone: What Small Teams Should Do Next
Freshdesk replaced its open-ended free plan with a time-limited two-agent programme. Here is what changed, what it means for small teams, and the options worth evaluating.
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