If you're running @intercom's Fin on Zendesk, you probably got an email this week that made your stomach drop. Zendesk's ending the integration. Current setups still work, but stacking AI from one vendor on a competitor's helpdesk was always a calculated risk. Definitely here to help anyone move from Zendesk to Intercom--reach out!

Working on it, boss.

Want to level up faster in customer service? Find someone who's already crushing it and ask them to coach you. Check your pride at the door and actually take their advice. Hang around the team members who consistently get 5-star reviews.

Here's how AI copilots are changing customer service without replacing humans: 1. Auto-drafting responses to common questions (but agents still review & personalize) 2. Surfacing patterns from customer feedback that was buried in tickets 3. Discovering moments where customers actually thanked us (rare but real morale boost) What's working in your support team?

Running a B&B or boutique hotel? Imagine guest service that never sleeps. AI chatbots and voice agents ready 24/7, plus fractional teams backing you up. That's what we built at Ridgeline Agency to solve nonstop guest questions without burning you out.

I would LOVE to hear examples of people who have actually automated their customer service with AI. I keep hearing about how companies are handling 5x more tickets, but then I look at their support teams and I see more or less the same headcount & same response times. Makes me think it's mostly hype?

Want to build something that matters? Start with your own problems. Fix them. Now look around. Others have the same struggles. Solve it for them at scale. That's how you turn personal growth into a real business.

The real skills that'll grow your creator business: • Writing that connects • Building genuine community • Creating offers people actually want • Setting up systems that work for you • Selling without feeling sleazy • Leveraging AI tools vs. trying to fight them

Client: What does your company do? Me: We handle customer problems so you don't have to. When someone emails support, chats with questions, or needs help with your product, there's a team working behind the scenes to resolve it. We are that invisible team - the safety net that keeps your customers happy. This is fractional outsourced CS 📧

The best CX leaders never stop living in the data. Early days? You're in the tickets, on the phones, reading every complaint. As you scale? You're hunting patterns - what customers ask for vs what they actually use, where they ghost you, what frustrates them so much they tweet about it. The signal is always there if you're paying attention.

Who's been telling you that listening to your subscribers is a waste of time? If you want to build a brand that impresses investors and consultants, listen to them. If you want to build a brand that keeps subscribers for years, you need to listen to your actual customers. This is business 101. What happened to putting retention first?

I've been in customer experience my whole career-from phones to chat support to leading a team lead at a CPG brand to having my own coffee company. If you need help improving your customer experience, support workflows, or team training (no matter your company size), shoot me a message

I had a professor one time who said that you shouldn't sweat the small stuff when you're launching. Don't waste time on busy work. "Once you're actually successful, you can afford to go back and retroactively fix any issues like paperwork or permits"

Hospitality customer service has changed. But guests still expect answers all day, every day. Ridgeline mixes AI with real teams so you can scale without losing the personal touch.

People who think AI agents can just one-off replace your entire customer service team have clearly never been on-call on the weekends with an angry customer. Or dealt with edge cases. Or handled backwards compatibility. Or honestly handled any sort of real CS issue.

The ABCs of @gorgiasio rules: A: Automate routing and tagging, not responses B: Build rules around outcomes, not triggers C: Clean house before adding AI

Here I go with another customer service PSA: Most 'helpdesk email forwarding is broken' issues have the same root causes: verification email in spam, DNS not propagated, tested too soon. The platform's almost never the problem. Check the basics first and call an expert if you have no clue what I just said.

I'm feeling spicy today, so here's some real talk: CSAT tells you if you solved the problem. NPS tells you if they'll remember you solved it. Most teams track both and understand neither.

This is brilliant.