Insight Articles by Cloudset

In 1999 the Mars Climate Orbiter burned up because two pieces of working software handed each other data in the wrong units. Most companies bolting AI onto customer success are walking into the same shape of failure: a model that returns 0.82 and moves on, blind to everything the plumbing didn't carry.

Poorly designed group architectures often lead to misrouted tickets, delayed responses, and frustrated customers. Without a strategic approach to organizing groups, support teams face confusion, overlapping responsibilities, and inefficiencies that hinder collaboration.

A misclassified ticket might seem like a small error—until it snowballs into an SLA breach, an unresolved customer complaint, or hours of wasted agent effort.

Call centres, the frontline of customer interaction, shape customer perceptions and experiences.

Values are beliefs or principles that guide our words, actions and choices

Zendesk is a customer service software platform popular with many companies for ticketing, tracking, and managing customer support interactions.

When it comes to customer support, achieving excellence goes beyond the focus of closing tickets efficiently

People, processes, and systems are three key elements of a successful business.

Continuous improvement is key to staying ahead of the Customer Experience (CX) mastery curve

Customer demand can sometimes feel overwhelming when you work at the forefront of customer support

In today's 24/7 business world, expectations for exceptional customer experience are higher than ever

In today's digital age, providing a consistent and streamlined ticket-handling experience is essential for many businesses

At Cloudset, we are thrilled to continue our journey toward excellence in data security and privacy

In the realm of business management and operations, Business Processes and Workflow are terms that are often used interchangeably

Modelling ticket lifecycles based on state and activities are two different approaches that cater to different aspects of a ticket management process

At Cloudset we are delighted to start the year with a celebration

Are your support agents struggling with high ticket volumes and confusing workflows?