Customer Service

Turn your customer service into an AI-powered advantage

We deploy and optimize AI agents across your service workflows. AI accelerator-driven deployments and hands-on FDE expertise lead better service and faster outcomes.

Talk to an FDE!

%

customers leave a brand they love after one bad experience.

%

would rather self-serve than contact your support team

%

switch to a competitor after multiple bad experiences.

average time to go-live

Ask five agents about one angry customer. Five different answers.

The reality check

If this sounds familiar, you are in the right place.

Five signals to check for.

Tickets go to whoever's free, not by which customer's at risk.

CSAT is reported monthly and never acted on in today's queue.

Good service or bad depends on which human agent they reached.

Macros, articles, and SOPs scattered across tools.

The Diagnostic

One score across five dimensions. We start with your weakest.

We embed and shadow your human agents. Point our AI deployment accelerators at your live support function.

Self-Serve & Deflection

Knowledge base and self-serve scored against what customers actually ask, every gap tied to real tickets. Lens scores the gaps with evidence for each.

→ Customers' frustrations become visible.

Self-Serve & Deflection

Knowledge base and self-serve scored against what customers actually ask, every gap tied to real tickets. Lens scores the gaps with evidence for each.

→ Customers' frustrations become visible.

Routing & Triage

How tickets move, and where routing rules and SLAs misfire, was checked against your live config. Forge inventories of the setup and scores built versus used. Proact flags the misroutes in live data.

→ Right customer, right agent, first time.

Routing & Triage

How tickets move, and where routing rules and SLAs misfire, was checked against your live config. Forge inventories of the setup and scores built versus used. Proact flags the misroutes in live data.

→ Right customer, right agent, first time.

Escalation & Customer Risk

How at-risk customers and escalations are caught today or missed. Proact reads every channel, scores the risk, and surfaces escalations on day zero, each tied to the exact message

→ Frustrated customers surface while recovery is still possible.

Escalation & Customer Risk

How at-risk customers and escalations are caught today or missed. Proact reads every channel, scores the risk, and surfaces escalations on day zero, each tied to the exact message

→ Frustrated customers surface while recovery is still possible.

Resolution Quality

Live tickets scored against your macros and tone. System gaps found. Lens scores with verbatim quotes you can link back to.

→ Every customer gets your best answer.

Resolution Quality

Live tickets scored against your macros and tone. System gaps found. Lens scores with verbatim quotes you can link back to.

→ Every customer gets your best answer.

Resolution Quality

Live tickets scored against your macros and tone. System gaps found. Lens scores with verbatim quotes you can link back to.

→ Every customer gets your best answer.

Config Health & Reporting

What is actually built in your helpdesk versus what is actually used, and what leadership sees versus what the customer felt? Forge scores the instance on real usage, turning a "90% built, 40% used" gap into your next conversation.

→ You run on what customers experience.

Config Health & Reporting

→ You run on what customers experience.

Config Health & Reporting

→ You run on what customers experience.

The Maturity Model

Where does your Customer Service sit today?

Every support function sits at one of five levels. Discover pinpointing yours.

Reactive

CSAT < 75%

Flying blind. No routing logic. Customers escalate louder just to get heard.

Developing

CSAT 75–82%

Awareness without a system. The basics exist. The experience depends on the agent.

Defined

CSAT 82–88%

The process exists. Execution varies. Some customers get a good experience; some do not.

Managed

CSAT 88–93%

The system is running. Leaks remain. A thin AI layer. Loyalty is building.

Optimized

CSAT 92%+

The engine is compounding. Service is why customers renew and refer.

What We Build

The FDE Phase

6–16 weeks. What Proact and Lens, our AI accelerators, surfaced sets the build. Forge drafts every change and builds it live inside your helpdesk. Never a packaged fix-it-all.

Talk to an FDE!

Triage & Routing Engine
Routing rules built from your actual ticket taxonomy, weighted by urgency and customer value. SLA tiers defined. Escalation triggers automatically.
→ The customer who matters most is never the one left waiting.
Self-Serve Resolution Layer
KB restructured around real questions and dead ends. AI assistance configured at the moment the customer asks. Validated against live data before rollout.
→ 20–35% of tickets resolved without effort, within 90 days.
Quality & Consistency Framework
Macro library built from your best resolved tickets. QA rubric calibrated to your ticket types and your tone. Calibration cadence is embedded into the workflow.
→ Every customer gets your best answer, whoever picks up.
Segmented Experience Playbook
Handling tiers, escalation paths, and handoff context, all defined from discovery. Built for the system, not for shadowing.
→ Every new agent delivers the same experience from week one.
CSAT & Experience Dashboard
Live view of CSAT and effort trends, ticket volume, SLA adherence, and agent load. No manual pulls. Validated before handover.
→ Monday starts with the customer's experience already on the screen.

Triage & Routing Engine
Routing rules built from your actual ticket taxonomy, weighted by urgency and customer value. SLA tiers defined. Escalation triggers automatically.
→ The customer who matters most is never the one left waiting.
Self-Serve Resolution Layer
KB restructured around real questions and dead ends. AI assistance configured at the moment the customer asks. Validated against live data before rollout.
→ 20–35% of tickets resolved without effort, within 90 days.
Quality & Consistency Framework
Macro library built from your best resolved tickets. QA rubric calibrated to your ticket types and your tone. Calibration cadence is embedded into the workflow.
→ Every customer gets your best answer, whoever picks up.
Segmented Experience Playbook
Handling tiers, escalation paths, and handoff context, all defined from discovery. Built for the system, not for shadowing.
→ Every new agent delivers the same experience from week one.
CSAT & Experience Dashboard
Live view of CSAT and effort trends, ticket volume, SLA adherence, and agent load. No manual pulls. Validated before handover.
→ Monday starts with the customer's experience already on the screen.

The Delivery Model

We stay embedded, so your numbers never stall.

A dedicated fwdDeploy engineers (FDE) is embedded in your book. We help you make informed discussions based on real-time data.

Traditional consulting

Builds it, hands off, exits

Bills for time you can't control

A PM who books meetings and chases inputs

Reports on last quarter

Leaves you to maintain it alone

fwdDeploy Engineer (FDE)

Owns your account and your numbers

Benchmark data and commercial judgment

Runs the engine between sessions

Monthly sessions, quarterly reviews

Same-day escalation on at-risk accounts

What the Ops team runs:

CSAT/CES dashboard

updated weekly, never stale

Queue health sweep

SLA adherence checked, at-risk customers flagged

Escalation log

live, prioritised, with context not just ticket IDs

Macro & KB audit

recalibrated monthly against actual resolutions

Routing rule tracking

accuracy monitored, misroutes alerted

One experience initiative per quarter

scoped, delivered, compounding

The principle: We make sure your amazing support people work with great systems. So their best day becomes your customer's normal one.

The Revenue Model

What the gaps are costing.

15,000 tickets/month · 78% CSAT · scaling pre-Series C. Your numbers go in the Discover phase.

Gap

Revenue at risk

Recoverable

Churn at 78% CSAT

$2,100,000

~$900,000

No self-serve: high-effort experience

$700,000

~$350,000

Slow first response: eroded trust

$550,000

~$300,000

Inconsistent resolution: broken loyalty

$450,000

~$280,000

No experience visibility: churn seen too late

$400,000

~$220,000

Total

~$4.2M at risk

~$2.05M recoverable

Gap

Revenue at risk

Recoverable

Churn at 78% CSAT

$2,100,000

~$900,000

No self-serve: high-effort experience

$700,000

~$350,000

Slow first response: eroded trust

$550,000

~$300,000

Inconsistent resolution: broken loyalty

$450,000

~$1.75M

No experience visibility: churn seen too late

$400,000

~$220,000

Total

~$4.2M at risk

~$2.05M recoverable

Gap

Revenue at risk

Recoverable

Churn at 78% CSAT

$2,100,000

~$900,000

No self-serve: high-effort experience

$700,000

~$350,000

Slow first response: eroded trust

$550,000

~$300,000

Inconsistent resolution: broken loyalty

$450,000

~$280,000

No experience visibility: churn seen too late

$400,000

~$220,000

Total

~$4.2M at risk

~$2.05M recoverable

Note: Directional estimates based on industry benchmarks. The Diagnostic phase builds this model using your actual retention, CSAT, and expansion numbers.

Results Timeline

The path from first audit to compounding CSAT.

By the final phase, CSAT is no longer something you measure. It's something you manage.

WEEKS 1–2

DISCOVER

Maturity assessment. As-is interviews. Ticket and journey data audit.

↓ You see where time and revenue are leaking for the first time.

WEEKS 1–2

DISCOVER

Maturity assessment. As-is interviews. Ticket and journey data audit.

↓ You see where time and revenue are leaking for the first time.

WEEKS 3–4

ALIGN

Gap Analysis readout. Engineer phase scoped. Business case confirmed.

↓ The programme has internal sign-off.

WEEKS 3–4

ALIGN

Gap Analysis readout. Engineer phase scoped. Business case confirmed.

↓ The programme has internal sign-off.

WEEKS 3–4

ALIGN

Gap Analysis readout. Engineer phase scoped. Business case confirmed.

↓ The programme has internal sign-off.

WEEKS 5–12

BUILD

Routing engine. Resolution layer. QA framework. Playbook. Team trained.

↓ The system goes in. No customer feels the transition.

WEEKS 5–12

BUILD

Routing engine. Resolution layer. QA framework. Playbook. Team trained.

↓ The system goes in. No customer feels the transition.

WEEKS 13-16

LAUNCH

CSAT dashboard live. Leadership reporting layer complete. Handover done.

↓ The experience is managed for the first time.

WEEKS 13-16

LAUNCH

CSAT dashboard live. Leadership reporting layer complete. Handover done.

↓ The experience is managed for the first time.

WEEKS 13-16

LAUNCH

CSAT dashboard live. Leadership reporting layer complete. Handover done.

↓ The experience is managed for the first time.

WEEK 17+

OPTIMIZE

FDE + Ops Analyst embedded. Weekly monitoring. Quarterly improvements.

↓ The system compounds. CSAT moves up and loyalty follows.

WEEK 17+

OPTIMIZE

FDE + Ops Analyst embedded. Weekly monitoring. Quarterly improvements.

↓ The system compounds. CSAT moves up and loyalty follows.

If the Engineer phase does not deliver what we scoped, you leave with a fully built system, a trained team, and live dashboards. The work belongs to your business. It does not leave with us.

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