Support operations built to scale

Modern technology leaders need workforce management and AI automation powerful enough to handle increasing complexity. Get unified support operations that delight customers at scale — from startup agility to enterprise sophistication.

AI that grows with you

Deploy conversational AI that understands your entire product suite and scales quickly. Handle technical troubleshooting, feature questions, and onboarding while maintaining context across your growing platform.

Product expertise at scale

AI agents access product documentation to answer technical questions. Help customers maximize product value without overwhelming your engineering team.

Smart escalation for technical depth

AI handles routine how-to questions while escalating the advanced issues to specialized technical support with full conversation context.

Build the tech stack of the future

Connect AI to your product roadmap, changelog, and feature flags. Provide accurate information about new features, deprecations, and technical specs as your platform evolves.

Agile, SLA-proof scheduling

Scale across multiple product lines and customer tiers with forecasting that accounts for feature releases and customer expansion. Plan staffing for both technical expertise and AI support as your platform grows.

Automated scheduling that adapts to releases

Intelligent guardrails adapt to release cycles and customer onboarding surges. Scale support capacity quickly during major product launches and feature rollouts.

Forecasting for product complexity

Handle seasonal patterns, feature releases, and customer growth spurts with models that understand SaaS business cycles. Account for trial conversions and expansion needs.

Real-time visibility across product areas

Track performance across different product lines and customer segments with live dashboards. Make intraday adjustments when new releases impact support volume.

2x

productivity boost

100+ hours of work automated

“WFM has introduced a step-change improvement to our workforce operations. We’ve replaced manual processes with automated insights and now leverage the Assembled platform to drive strategic workforce planning decisions.“
Derek Lichtensteiger
Senior Systems Engineer, Canva

Empower your support team

Turn support interactions into product advocacy moments with AI Copilot that helps agents deliver technical expertise. Every conversation strengthens customer relationships and reduces churn risk.

Coaching for technical excellence

Track performance across channels with insights like time-to-resolution and customer satisfaction by product area. Identify coaching opportunities for complex technical discussions.

Proactive support for customer success

Monitor usage patterns and feature adoption to identify customers who need proactive outreach. Prevent churn by addressing issues before they become cancellations.

Agent empowerment with smart guardrails

Let agents swap shifts, request PTO, and manage schedules while maintaining coverage across technical specializations. Balance flexibility with expertise requirements.

Global vendor management

Manage technical support BPOs with the sophistication technology companies require. Upload capacity requirements for product launches, sync schedules in real-time, and validate technical expertise across vendor teams.

Technical competency validation

Ensure BPO teams meet technical requirements for your product suite. Track certifications, product training completion, and resolution rates across vendor relationships.

Billing transparency for vendor budgets

Compare actual hours worked against what's billed with detailed reporting. Essential for SaaS companies managing customer acquisition costs and support expense ratios.

Global coverage for 24/7 technical support

Coordinate technical coverage across time zones with both internal and vendor teams. Ensure consistent product expertise regardless of when customers need help.

Results

15

global offices

40% reduction in chat wait time

90% WFM processes handled by Assembled

91% reduction in chat FRT

24x7 support

20% savings in team hiring

Learn more about support orchestration

From PayPal to Chewy: Matt Rinkol’s playbook for world-class workforce management

Veteran WFM leader Matt Rinkol shares hard-won lessons on peak planning, tooling, and team growth from his decades at PayPal, Facebook, and Chewy.

How to build a workforce forecasting process for customer support

How support teams use Copilot to onboard faster, reduce busywork, and improve performance

How our AI chat agent resolves 70% of customer chats — and scales support with confidence