The CPaaS Company
Insights
Independent, source-cited writing on cloud communications — original research alongside the best work published elsewhere.
3 pieces
Designing a journey that actually branches
Most 'journeys' are sequences with a delay between steps. Four decisions turn one into something that responds.
The support queue as a system, not an inbox
Routing rules, service-level targets and the distinction between first response and resolution — the machinery that separates a support function from a shared mailbox.
When video belongs in a support conversation, and when it is theatre
Video resolves a narrow class of problems dramatically faster and every other class slightly slower. Knowing which is which is the entire design.