Notes from people building AI support.
We write about what we learn building Hey Support. AI techniques that actually hold up. Customer-support patterns that work. The boring details that decide whether software ships well or not.
Recently published.
Ecommerce chatbots: what actually moves the needle for online stores
An ecommerce chatbot guide grounded in the real question mix: order status, sizing, returns, and revenue.
Designing a chat widget people don't want to close
Chat widget design lessons from rebuilding ours: floating chrome, a composer that morphs, and motion that knows when to stop.
AI customer support: a plain-English guide for small teams
What AI customer support actually does, what it costs, how to roll it out in two weeks, and where it goes wrong.
Chatbot best practices: 17 rules that survive contact with real customers
Practical chatbot best practices for 2026, from scoping and setup to tone, handoff, and weekly operations.
Lead generation chatbots: capture leads without being annoying
How lead generation chatbots convert visitors who'd never fill a form, and the patterns that make people leave.
AI chatbot vs rule-based chatbot: which one do you actually need?
AI chatbot vs rule-based chatbot: an honest comparison of decision trees and language models, and why most teams end up with a hybrid.
Customer service metrics that matter (and the ones that lie)
The customer service metrics worth tracking, the ones that mislead, and what changes when AI answers first.
How to train an AI chatbot on your website (and what most tools get wrong)
How to train an AI chatbot on your website: crawling, chunking, reviewing before indexing, and keeping the knowledge fresh.
Live chat vs chatbot: when a human should take over
Live chat vs chatbot is a false choice. What bots do better, what humans do better, and handoff that works.
Chatbot welcome messages: 25 examples that don't feel robotic
25 chatbot welcome message examples by use case, plus the rules that separate helpful from annoying.
The per-resolution pricing trap
Why per-resolution pricing for AI support punishes growth, distorts incentives, and what to ask vendors instead.
Why AI chatbots make things up (and how to stop yours)
AI chatbot hallucinations explained: what they are, why support is the worst place for them, and what prevents them in practice.
What is RAG? Retrieval-augmented generation in plain English
What is RAG? Retrieval-augmented generation explained without the math: how a chatbot answers from your content instead of guessing.
How to reduce support ticket volume without hiding from customers
Cut repetitive tickets by fixing sources, self-serve that works, and automation that keeps a path to humans.
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