Blog
Notes on building support, tone, and AI.
Long-form essays from the team behind QuickPly.
Engineering
How we train brand tone in 4 hours, not 4 weeks
Why most LLM tone-tuning approaches fail, and the per-customer fine-tuning pipeline we built instead.
Maya Okafor·Apr 28, 2026·7 min read
Research
The 2026 customer support time benchmark
We surveyed 412 support teams. The median first-reply is still 6h14m — and the gap to top performers has never been wider.
Sho Ito·Apr 14, 2026·9 min read
Product
Why we always generate three drafts, never one
A short essay on why "the right answer" is the wrong product surface for support, and what we picked instead.
Alex Rivera·Mar 30, 2026·5 min read
Customer Story
Atlas Goods: from 200 Zendesk macros to zero
How a 32-person support team replaced their entire macro library with QuickPly and lifted CSAT 14 points.
Camille Dubois·Mar 11, 2026·8 min read
Playbooks
Building a luxury tone profile that doesn't sound stiff
The five rules we shipped after analyzing 100,000 high-end concierge replies.
Sho Ito·Feb 24, 2026·6 min read
Engineering
Shipping SOC 2 Type II in eight months, without slowing down
What we automated, what we didn't, and why the audit trail is just one giant API.
Maya Okafor·Feb 9, 2026·7 min read