Tickets that route themselves. SLAs that actually hold. A knowledge base that deflects the boring stuff. And a health score CS, sales, and product all trust before the invoice bounces. Wired end-to-end in six weeks by an operator who has done it a dozen times.
Illustrative example figures
Illustrative
Every retention story we hear is the same shape. Support is drowning in a shared inbox. CS thinks the account is fine. Sales walks into the renewal blind. Product hears the complaints in Slack DMs. Four teams looking at four systems, none of them talking. That is not a Service Hub problem. That is a wiring problem.
Tickets are triaged by AI within seconds of landing, tagged, and routed by skill and load. L2 escalations carry context. Product feedback links to the roadmap. Billing flows to finance with the account attached. The shared inbox goes away, and nobody misses it.
Priority-tiered SLAs with real escalation ladders. Rep owns the ticket. Team lead pings at 15 minutes. Head of CS at 30. The CEO channel at 60 for P1 unresolved. Managers see breach risk on a dashboard before the customer picks up the phone.
A knowledge base tuned against real query logs. Chatbot for common intents. Suggested articles the second someone opens a ticket. Deflection is measured per article, per week, and pruned like a product feature because it is one.
Usage, support load, billing signals, and sentiment collapsed into one model. Recalibrated every quarter against actual churn, not opinion. When the score moves, the playbook fires. When it does not, nobody is guessing.
CS opinion, sales gut, product's Slack complaints. Three scores. Zero owners.
Usage × support × billing × sentiment. One model. Retuned every quarter against actual churn.
Illustrative example, not a specific client’s measured result
CSAT after every ticket. Quarterly NPS by segment. CES on onboarding. Detractors alert the CS lead and the AE within thirty minutes with the ticket, the account, and the context. Promoters land in the referral workflow. Nobody's feedback dies in a report.
Health, usage, ticket volume, and sentiment feed a radar the whole GTM team trusts. Save plays fire on the accounts that need saving. Expansion signals route to AEs before they are stale. Renewal conversations start six months out with the evidence already in the record.
AI triage tags every incoming ticket in seconds. Skill and load routing lands it with the right rep. No shared inbox, no forwarding, no orphans.
→Priority-tiered SLAs with automated escalation. Team lead pings at 15m, head of CS at 30m. Managers see breach risk before the customer does.
→IA tuned to real queries, articles suggested inside chat and ticket, deflection reporting per article. 30-45% of L1 volume never touches a human.
→Branded customer portal for logged-in accounts. Chatbot handles common intents, hands off with context. Business hours, routing, and holidays all in one place.
→CSAT after every ticket, quarterly NPS by segment, CES on onboarding. Detractors alert the CS lead and AE in 30 minutes. Promoters land in the referral workflow.
→One health score CS, sales, and product all trust. Churn playbook fires before renewal. Expansion signals route to AEs with the context they need to close.
→Every workstream has a named owner on our side and a named owner on yours. Weekly demo, weekly decision log, one Slack channel. No surprises on week five.
We do not leave a hairball of Zaps. Product usage, billing, on-call, and comms integrations are configured natively where possible, versioned where they are not, and documented either way.
Send us your portal, your ticket volume, and the account you are most worried about. We come back with a scoped plan, a fixed price, and a start date within a week.