About author

Hlib Shvets

Delivery Manager

Hlib is a Support Strategy expert with 9+ years of experience in team leadership and AI-driven optimization. Specializing in scaling support teams and CRM implementation, he oversees operations at EverHelp for global clients. Notably, Hlib built a 62-agent team for Forma, managing 135,000+ monthly requests with 24/7 coverage. His approach integrates advanced analytics and process design to drive tech-driven efficiency and high-level performance.

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Hlib’s signature pieces

Growth & Metrics

1 Jun

MIN READ

90 Customer service statistics for 2026 (+ those everyone skips)

The complete 2026 customer service statistics guide covering all major support benchmarks and metrics that actually predict loyalty.

Omnichannel Support

29 May

MIN READ

Omnichannel retail experience: where brands fail and what gets right

Discover what Nike, Sephora, and top retailers do right, and improve your omnichannel retail customer experience today.

Support Ops & Teams

23 May

MIN READ

200-hour wait & a backlog crisis: scaling customer support for lean ops

Mili went from backlog crisis to 99.7% faster response times. Learn why scaling customer support teams beats hiring your way out of a backlog.

AI & Automation

17 May

MIN READ

Customer onboarding strategy: how to turn new buyers into lifelong customers

Master customer onboarding with a step-by-step strategy for SaaS. Reduce churn from day one. See how EverHelp can help your team scale it right.

Growth & Metrics

1 May

MIN READ

The 2026 SaaS retention benchmarks every founder should know

Discover the latest SaaS retention benchmarks for 2026. See NRR, churn, and GRR targets — and learn how to beat them with AI-driven support.

Support Ops & Teams

9 Apr

MIN READ

Customer Lifetime Value Guide: Formula & Free Calculator

Learn how to correctly calculate the lifetime value of a customer, track it, and improve it over time through efficient customer support.

Growth & Metrics

25 Mar

MIN READ

How to Develop Your Digital Customer Experience Strategy

A sharp digital customer experience strategy boosts retention and cuts churn by 25%. Discover the steps, tools, and trends that make it work. Read the guide.

Support Ops & Teams

13 Mar

MIN READ

SLA Customer Service: Free Template + Response Time Standards (Download Now)

Learn what customer service SLA means, get standard benchmarks by channel, and download a free, ready-to-use SLA template. Set clear expectations today.