Supporting your Support Teams

By Deon Nicholas

As a global community, we are facing unprecedented times. I wanted to take a moment to reach out to our global community and customers to reaffirm Forethought’s commitment to supporting you.

First and foremost, our warmth and love go out to all of those affected by the pandemic in any way. I want to thank all of the health-care workers, first-responders, support agents, grocery store employees, child- and senior-care workers, and everyone working tirelessly?—?and in many cases risking your lives?—?to support our community through these times.

At Forethought, we’re committed to supporting those who support others. During this time, our first priority is making sure our employees work from home and practice social distancing to stay safe and healthy, so that we can continue to provide the level of service that our customers and partners have come to depend on.

We also wanted to call attention to and send our love to the hundreds of support centers and BPOs that are either on hold or shutting down entirely due to lockdowns and quarantines in Manila, the US, and several other areas with a high density of contact centers. There are currently thousands of customer support agents being sent home, at a time when essential services and other industries are receiving an unmanageable volume of support inquiries. Our customers have told us that they are even looping in teammates from engineering, marketing, and other parts of the organization to help deal with the caseload!

We’re here to help

To every Support Leader who is facing volume and capacity problems, you are not alone. Forethought is here to help; we are here to support your support team. We are working overtime to ensure deployments of our Agatha platform can be shored up in days, not weeks.

Complimentary access to Agatha Solve until June 1, to help reduce support load by 10–20%

Today, we are announcing the launch of Agatha Solve, a tool to automatically respond to support tickets using macros, templates, and knowledge articles. With Solve, your customers get their questions answered quickly, and your agents can focus on the difficult tickets. We helped companies like MasterClass reduce support load by 8% within 2 weeks, and almost 20% to date.

To help with caseload during these unique times, we are bringing Solve out of Beta today and offering free access to Agatha Solve until June 1, 2020 to any team affected by the coronavirus pandemic receiving 2,000 or more support tickets per week. Our aim is to be able to deploy quickly, within 3 business days for most customers.

Go here to learn more about Agatha Solve.

In addition to Solve, our existing products to help with triaging tickets and assisting agents are being continuously improved so that we can continue to serve you as best we can.

We’re all in this together.

We can’t say enough how much we appreciate the people who are supporting others in their time of need. During these crazy times, we’re committed to helping in any way we can. If you think of other ways we can be helpful, or have any questions for us at Forethought, please don’t hesitate to reach out to help [at] ; and we will do our part to keep everyone posted about what we’re doing to continue to support you all.

Wishing you the best of health and safety in these uncertain times. We’re all in this together.

Deon Nicholas
CEO & Co-Founder


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