Organisation8 min read
Escalation in customer service: when, to whom, how fast
How to decide when a ticket moves on, who takes it and what must go with it, and what Swedish law requires when you say no to a consumer's claim.
Rickard CollanderBlog Customer service, explained.
Articles on knowledge bases, AI in customer service, self-service and measurement. Written for people who run customer service, e-commerce or operations, with sources and without the sales pitch.
Subscribe via RSSRickard CollanderSelf-service9 min read
Customer portal: what it should contain and when it pays off
A customer portal shows the customer's own tickets, orders and invoices behind a login. What to include, how to log customers in and when it pays off.
Martin CarlssonSelf-service9 min read
Self-service: why your help centre goes unused
Most customers try to solve the question themselves, but few succeed. How to place, search and measure the help centre so self-service takes tickets.
Rickard CollanderSelf-service10 min read
Chat in customer service: live chat, chatbot or both?
How to set up chat in customer service: which questions it suits, what customers think of chatbots, what the AI Act requires and how to staff it.
Rickard CollanderAI in customer service10 min read
Supportifier vs Gorgias: which fits a Swedish online store?
A factual comparison of Supportifier and Gorgias for online stores: AI answers, per-ticket pricing, integrations, data storage and onboarding.
Martin CarlssonLegal and data9 min read
Switching helpdesk system: moving customer data under GDPR
When you switch customer service system, tickets, customer records and the knowledge base are moved, pruned or deleted. How to do it right under GDPR.
Martin CarlssonE-commerce10 min read
E-commerce customer support: the questions and how to answer
E-commerce support is about orders, delivery, returns and payment. What customers expect in 2026, which questions take the time and how to answer them.
Rickard CollanderOrganisation10 min read
Outsource the switchboard or remove the calls? Count first
Many outsource the switchboard because calls are too many. How to count the calls that never needed making, what the law requires and when to outsource.
Rickard CollanderAI in customer service10 min read
Ticketing system for customer service: what it must handle
A buyer's guide to ticketing systems for customer service: core functions, what knowledge base and AI change, integrations, data rules and how to choose.
Martin CarlssonLegal and data9 min read
GDPR requests in the inbox: how customer service answers
Access, erasure and rectification often arrive as ordinary emails. How to recognise a request, meet the deadline and decide when you are allowed to say no.
Martin CarlssonOrganisation9 min read
Seasonal customer service staff: ready before Black Week
Black Friday falls on 27 November. How to train seasonal staff in two weeks: what they need on day one, which tickets to keep from them, what to measure.
Martin CarlssonMeasurement9 min read
How to categorise tickets so the numbers become usable
Most ticket categories describe the organisation, not the customer's question. How to build a taxonomy that shows what to fix, and keep it clean over time.
Rickard CollanderLegal and data11 min read
Customer complaints under Swedish consumer law: what applies
Three years to complain, two years of reversed burden of proof and the order of remedies. How customer service answers complaints under Swedish law.
Rickard CollanderOrganisation10 min read
Multilingual customer service without more staff
Customers expect answers in their own language. How to choose languages, build the knowledge base once, review translations and measure per language.
Martin CarlssonOrganisation9 min read
Customer service staffing: how to calculate the need
How to calculate customer service staffing per hour and channel: inflow, handling time, queue mathematics for phone and chat, email throughput, shrinkage.
Rickard CollanderKnowledge base12 min read
Humany and ACE Knowledge in 2026: status and alternatives
Humany is now ACE Knowledge. What Telia's announced deal with LeadDesk may mean, how it differs from Supportifier and how to switch without losing answers.
Rickard CollanderAI in customer service12 min read
Supportifier vs Zendesk: which fits a Swedish team?
A factual comparison of Supportifier and Zendesk: knowledge base, AI answers, pricing model, data storage and onboarding. How a small team chooses.
Martin CarlssonAI in customer service10 min read
AI in customer service: a business case without the hype
How to calculate AI in customer service: cost per ticket, where the saving is, which costs get forgotten and what to promise management. With an example.
Rickard CollanderLegal and data10 min read
The Accessibility Act in customer service: e-commerce rules
Since June 2025 e-commerce and customer service must be accessible to all. How to know if you are covered, what chat and help centre must handle.
Martin CarlssonOrganisation10 min read
The knowledge manager: the role AI makes necessary
When AI answers from the knowledge base, someone has to own it. What the knowledge manager does: tasks, time, who fits and how the effect is measured.
Rickard CollanderKnowledge base10 min read
How to write a help article that resolves the ticket
A template for help articles that resolve the ticket: one question per article, the answer first, steps, exceptions and plain language. How to test it.
Martin CarlssonOrganisation10 min read
Outsource customer service or keep it in-house?
How to choose between in-house, outsourced and hybrid customer service: what you hand over, what it costs, how AI changes the maths and the contract.
Rickard CollanderMeasurement10 min read
CSAT, NPS or CES: which metric should customer service use?
CSAT measures the ticket, NPS the brand and CES how easy it was. How to choose a metric by the decision it drives, avoid survey fatigue and read results.
Martin CarlssonE-commerce10 min read
Where is my order? Cut e-commerce's most common question
Order status questions fill the e-commerce inbox. How to answer before the customer asks, what applies when deliveries are late and how self-service helps.
Rickard CollanderE-commerce10 min read
Withdrawal button from June 2026: what customer service does
Since 19 June 2026 Swedish online stores must offer a withdrawal function. What it means for customer service: new questions and what to tell customers.
Rickard CollanderE-commerce10 min read
Christmas: prepare customer service with the knowledge base
How to prepare customer service for Black Week and Christmas from September: the answers that must exist, staffing by the hour and what to measure after.
Martin CarlssonSelf-service10 min read
How help centre articles get found by Google and AI
Write help articles that Google and AI assistants find and cite: one question per article, the answer first, structured data, a sitemap and update dates.
Martin CarlssonAI in customer service12 min read
Chatbots that do not guess: grounded AI in customer service
The difference between a chatbot that answers from your knowledge base and one that guesses, what hallucinations cost and what to ask the vendor.
Rickard CollanderLegal and data10 min read
GDPR and AI in customer service: what you may do with data
Legal basis, data processing agreements, EU storage and the AI Act's transparency rules for chatbots. What must be in place before AI reads your tickets.
Martin CarlssonAI in customer service10 min read
Why reviewed AI drafts beat full automation at the start
Why reviewed AI drafts beat full automation at the start: trust, a knowledge base that gets trained, and the measures that show when a flow is ready.
Rickard CollanderSelf-service10 min read
Self-service, live chat or email: which channel suits what?
How to choose channels in customer service: which questions customers solve alone, when they want a person, what a ticket costs per channel.
Martin CarlssonMeasurement11 min read
7 customer service metrics you can actually act on
Seven customer service metrics with definition, method, common mistake and action: response time, resolution time, resolution rate, CSAT and self-service.
Rickard CollanderKnowledge base10 min read
Knowledge gaps: how to find the questions you cannot answer
How to find knowledge gaps in ticket history, search logs, the chatbot's unanswered questions and agents' replies, and turn them into articles.
Martin CarlssonMeasurement9 min read
Customer service response time expectations in 2026
Minutes in chat, same day by email, within a day on social media: what customers expect in 2026, and why resolution matters more than a fast first reply.
Rickard CollanderKnowledge base12 min read
Knowledge base for customer service: why an FAQ falls short
A knowledge base is reviewed answers with owners, versions and permissions shared by every channel. How it differs from an FAQ, and how to build one.
Rickard Collander