Insights & Strategy
BPO & Customer Service Insights
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Industry Insights
Australian Fashion Social Media DMs: Beyond 'Already Replied'
Australian Gen Z DM fashion brands before buying — and most get an auto-reply and nothing else. What social media customer service built for this market actually looks like.
Jul 28, 2026 · 9 min
Case Study
Why Two Vendors Lost BW's Customer Service Contract
A $300M appliance brand tested three CS vendors on peak scaling, management visibility, and product training. Why Callnovo won — and CSAT rose from 3.8 to 4.9.
Jul 22, 2026 · 9 min
Case Study
The Engineer Who Never Writes Reviews Wrote 1,000 Words
A 72-year-old retired engineer who never writes reviews wrote 1,000 words about a treadmill brand's support — 17 days, 4 agents. What it means for fitness brands.
Jul 21, 2026 · 8 min
Case Study
They Don't Want a Refund. They Want Someone to Talk To.
A premium Japanese dessert brand needed US phone support for cold-chain anxiety, allergy questions, and gift complaints — the week it launched. Here's how.
Jul 20, 2026 · 8 min
Technology
Your Japanese Customers Are on LINE — Is Your Team?
LINE is the default channel in Japan, Thailand, and Taiwan. HeroDash now brings LINE into one support workspace — auto-tickets, voice-to-text, and full visibility.
Jul 15, 2026 · 8 min
Technology
HeroDash H1 2026: Six AI Upgrades for Cross-Border Support
Cut agent tab-switching to zero and cover every language with one team — six HeroDash H1 2026 upgrades, from an intent-based chatbot to Voice AI.
Jul 14, 2026 · 9 min
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