News and insights
News and insights
The business tool everyone underestimates
Businesses are spending big on CX platforms, CRMs and AI assistants, yet email is still doing the heavy lifting. It’s the one channel you can’t afford to get wrong.
Reading the reporting suite: a guide for team leads
Volume, ownership, response times and backlog. Which numbers to watch each week, and what to do when they move.
How to hand over a mailbox when someone leaves
Open threads, half-finished replies and promises made to customers. A checklist for handovers that lose nothing.
Setting service targets your team can actually hit
Targets that ignore volume and complexity set teams up to fail. How to set response times that are fair and measurable.
What POPIA means for the emails your team keeps
Retention, access and audit: a plain-language look at what the Act expects from the enquiries sitting in your inboxes.
Median first response, and why teams measure it wrong
Averages hide the enquiries that hurt you. We look at what to measure instead, and how to report it to a board