Blog
Notes from the queue
Benchmarks, customer stories and how we build Veyra.
ReportReport · Sep 26, 2026 · 12 min
The 2026 Support Benchmark
We studied 41M conversations across 1,200 teams to find what actually moves CSAT.
By Grace Liu
Customers
Sep 24, 2026 · 8 min
How Tripfold cut first response time by 93%
Routing rules, AI drafts and one very long spreadsheet.
Product
Sep 20, 2026 · 5 min
Introducing Assist for voice
Assist now listens to calls, drafts the follow-up and logs the ticket.
Design
Sep 17, 2026 · 6 min
Designing a calmer queue
Why we hid half the buttons agents never used.
Guides
Sep 12, 2026 · 9 min
A practical guide to SLAs
Business hours, pauses and the three targets that matter.
Engineering
Sep 5, 2026 · 10 min
Why we rewrote our routing engine
From round-robin to load, skills and SLA in under 20ms.