Retention is a system, not a hope.
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 4-6 weeks by an operator who has done it a dozen times.
You found out about churn from the invoice.
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.
One queue. Three pipelines. No orphans.
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.
One shared inbox, five brave humans
One queue, three pipelines, zero orphans
- 01TriageAI classifies + tags in 4s
- 02L1 supportauto-routed by skill + load
- 03L2 engineeringescalates with context
- 04Product feedbacklinked to roadmap
- 05Billingflows to finance with account
An SLA that alerts a human, not a spreadsheet.
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.
The best ticket is the one your customer answered themselves.
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.
A health score CS, sales, and product all defend.
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.
Feedback that reaches an owner in thirty minutes.
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.
The five accounts your CSM should open on Monday.
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.
Everything that ships in a Service Hub build.
Ticket pipelines that own themselves
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.
SLAs that actually hold
Priority-tiered SLAs with automated escalation. Team lead pings at 15m, head of CS at 30m. Managers see breach risk before the customer does.
A knowledge base that deflects
IA tuned to real queries, articles suggested inside chat and ticket, deflection reporting per article. 30-45% of L1 volume never touches a human.
Portal + chat with a human on the other end
Branded customer portal for logged-in accounts. Chatbot handles common intents, hands off with context. Business hours, routing, and holidays all in one place.
Feedback that reaches an owner
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.
Health, churn, and expansion signals
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.
Six weeks. Fixed scope. Live on the last day.
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.
Ten artifacts. Every one of them survives you.
Connected to the rest of your stack.
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.
Five questions before you email us.
Q.01We are on Zendesk / Intercom. Can you migrate us without losing history?+
Q.02How do you actually get 30-45% deflection?+
Q.03Does the health score really predict churn?+
Q.04Can sales see support history?+
Q.05Do we need Service Hub Enterprise?+
A Service Hub that keeps customers, and expands them.
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.