#fundamentals

Most support-metric advice is written for 40-person teams. If your support team is you, here are the four numbers worth tracking (first response time, resolution time, category breakdown, and backlog), plus the vanity metrics to ignore.

Customer support vs customer service — what's the difference? Support solves specific problems; service is the whole experience of looking after a customer. Here's how they differ, where they overlap, and why it matters when you're a small team doing both.