Blog
Practical writing on AI customer support, metrics that matter, pricing, and how to operate a modern support team.
- 2026-05-01·7 min read·AI, Guides
AI customer support: a practical guide for growing teams
What AI customer support actually does, where it works, where it does not, and how to evaluate platforms without falling for hype.
- 2026-04-15·5 min read·Metrics, AI
What is deflection rate, and what is a realistic target?
Deflection rate is the share of conversations resolved without a human agent. Vendor numbers are misleading — here is how to measure it from your own data.
- 2026-04-01·4 min read·Pricing, Opinion
Why Savena does not charge per AI resolution
Per-resolution AI pricing penalizes you when the AI works well. Here is why we include AI in the seat price instead.
- 2026-03-15·5 min read·WhatsApp, Pricing
WhatsApp Business pricing, explained for support teams
How WhatsApp Business pricing actually works, what Meta charges everyone, and what to look for when comparing platforms.
- 2026-03-01·6 min read·Metrics, Operations
How to reduce first response time without hiring more agents
Five concrete tactics to cut first response time, ranked by effort. Most teams can cut FRT in half within a quarter without adding headcount.