PODCAST
The three questions that sell the new range
Two minutes before opening, in the words of your top associates
0:00 2:05 1×
Forge for Customer Service trains your customer support team on your tone, your policies, your escalation paths, and your knowledge base. Coaching shows up in the apps they already use, measured against CSAT, FCR and AHT.
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Brand promise made by sales. Brand promise kept by support teams. Your support team is the largest customer-facing population you have. New hires ramp up slowly. Tenured agents drift from policy. Quality is sampled, not measured. Forge is the always-on coach that makes every customer support agent answer like your team’s top performer.
Forge reads the customer history, the product, the SLA, the policy. It surfaces the right answer and the right tone, in the agent’s flow, not on a separate tab.
Load your refund logic, your escalation tree, your brand voice. Every agent gets your best response, every time.
AHT, FCR, CSAT, escalation rate, resolution rate. Forge proves which coaching moments moved which metric, ticket by ticket.
Sometimes the moment calls for a 90-second flashcard. And sometimes for a role play before a difficult conversation. The coach reads the moment and pushes the right format or the user asks for the one they need. 15+ activity types today, including these:
Film it, the coach checks it. Film a kitchen, a shelf or a workstation. The coach checks it against your standards and says what to fix.
Practise before the real thing. Tutor, assessor or role play, practise the difficult conversation, the live demo, the regulator interview before the real one.
Listen on the way. Lecture, interview or Q&A audio formats, listen on the commute, between sites, or before the 1:1.
Ask, and the coach answers from your content. Your methods, your procedures and your team's context, with the sources.
Remember what matters. Spaced-repetition cards on the policy, the playbook, the product. Built for retention.
The coach comes to you. A nudge at the right moment, before the meeting, the shift or the launch.
Every step moves the programme on. Each activity completed counts in the programme, and the coach suggests what comes next.
We are building a dedicated customer service coach. In the meantime, talk to us about your support team and we will configure the closest coach to your needs.
Forge's customer service coach helps agents apply your processes and brand tone: standard responses, complaint handling, sensitive situations. It draws on your knowledge base and can connect to your ticketing tool.
Yes. The coach plays the unhappy customer and reacts to the agent's answers. At the end, it gives feedback on listening, rephrasing and the solution offered, against your standards.
KPIs are chosen with you: customer satisfaction, first contact resolution, handling time, time to proficiency for new agents. Forge links each team's practice to those KPIs.
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