SamDesk Blog
Insights on customer service, ecommerce and AI for support teams
Setting Up SLAs Your Team Can Actually Hit
Overly ambitious SLAs demotivate. Overly generous SLAs disappoint customers. Here's how to find the right balance.
Automatic Conversation Routing with Smart Assignment Rules
Stop assigning tickets manually. Smart routing ensures every question reaches the right agent — automatically.
Streamline Return Handling: From Request to Refund
Returns cost you money and time. A streamlined process saves both — and keeps customers coming back.
Measuring Customer Satisfaction: CSAT, NPS, and CES Compared
Three metrics, three goals. Which one fits your support team — and how do you use them without causing survey fatigue?
Switching from Zendesk: What You Need to Know
An honest overview of what's involved in moving away from Zendesk — including pitfalls and a migration playbook.
AI Draft Replies: Respond Faster Without Sacrificing Quality
How AI-generated drafts make your support team 40-60% faster — while quality actually improves.
How to Handle WISMO Messages Without Overwhelming Your Team
Where is my order? Here's how to structurally tackle the biggest volume driver in ecommerce support.
