Hay Blog

Intercom Pricing 2026: What You'll Actually Pay (Including Fin AI Add-Ons)

Intercom pricing starts at $29/seat but most teams pay $500-2,000+ monthly. Complete 2026 breakdown of Fin AI's $0.99 per resolution, hidden add-ons, and when alternatives make sense.

Customer Service KPIs That Actually Predict Churn (Not Just Measure Activity)

Customer Service KPIs guide: which metrics predict churn vs. which just fill dashboards. CES, FCR, repeat contact rate, and the 5-metric rule explained.

How to Handle Angry Customers: De-Escalation Guide 2026

Learn how to handle angry customers with the HEARD de-escalation framework, 50+ ready-to-use phrases, and scripts for turning complaints into loyalty.

Zendesk Pricing 2026: Real Costs Breakdown

Zendesk pricing starts at $19/agent but most teams pay $115-$200+. Full breakdown of every tier, add-on, and hidden cost for 2026.

Support Ticket Response Templates: 25+ Examples That Sound Human

Support Ticket Response Templates: 25+ Examples That Sound Human. 69% of agents struggle balancing speed with quality. These 25+ support ticket templates include annotations explaining why each works, plus the psychology that makes customers feel heard.

Why Your FAQ Page Isn't Reducing Support Tickets

86% of self-service attempts fail. Here's why your FAQ page isn't reducing support tickets, what actually deflects volume, and where AI fits.

Scale Support Without Burning Out Your Team

Scale your support team without burnout: a practical playbook for leaders facing rising ticket volumes and flat budgets. Learn what to automate, what to keep human, and how to get started.

Welcome to the Hay Blog

We're launching the Hay blog to share insights on AI-powered customer support, automation strategies, and building better support experiences.