Insights & Strategy
Technology
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Technology
Call Center Analytics: What Your Reports Measure, and the Transcript Data Underneath
Call center analytics turns calls into reports and transcript data. Learn which contact center analytics metrics need a written definition, and what to ask for.
Oct 18, 2026 · 13 min
Technology
Call Routing Software: How IVR and Intelligent Call Routing Get a Call to the Right Person
Call routing software explained: ACD vs IVR, queues, skills-based routing and AI handoff. Get an 11-point checklist and three test calls to run on yours.
Oct 8, 2026 · 13 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 14, 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 13, 2026 · 9 min
Technology
AI Email Customer Support: What HeroDash Does While You Sleep
A customer emails at 11pm. Your team sees it in 8 hours; HeroDash Email AI answers in 30 seconds. How after-hours AI email support actually works — safely.
Jun 28, 2026 · 8 min
Technology
Shopify Support Integration: Live Orders in HeroDash
See how HeroDash brings live Shopify order data into support, reduces tab switching, clarifies order permissions, and helped XV improve CSAT from 82% to 98%.
Jun 20, 2026 · 8 min
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