Hlib Shvets

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.

LinkedIn profile

Hlib's signature pieces

Growth & Metrics

Strategy & Trends

23.08.2026

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.

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Hlib

Delivery Manager

Technology

Tech Stack &Reviews

12.08.2026

Intercom alternative in 2026: 8 tools + one unpopular option

Learn which Intercom alternative is best in 2026. Discover tools and the outsourced option that can transform your support infrastructure.

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Hlib

Delivery Manager

Growth & Metrics

Strategy & Trends

01.07.2026

Call center metrics that actually matter (and benchmarks to beat)

Track the right call center metrics in 2026. Get verified benchmarks for FCR, CSAT, and SLA, then learn how to beat them.

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Hlib

Delivery Manager

Support Ops & Teams

Tech Stack &Reviews

26.06.2026

Zendesk alternative in 2026: 8 tools + one option nobody mentions

Learn which Zendesk alternative is better to choose in 2026. Discover new tools and a secret option that can transform your support infrastructure.

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Hlib

Delivery Manager

Omnichannel Support

Support Ops & Teams

How-to Guides

Strategy & Trends

29.05.2026

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.

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Hlib

Delivery Manager

Support Ops & Teams

Growth & Metrics

EverHelp Blueprint

Strategy & Trends

23.05.2026

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.

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Hlib

Delivery Manager

AI & Automation

How-to Guides

Strategy & Trends

17.05.2026

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.

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Hlib

Delivery Manager

Growth & Metrics

Strategy & Trends

01.05.2026

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.

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Hlib

Delivery Manager

Support Ops & Teams

Growth & Metrics

How-to Guides

Free Calculators

09.04.2026

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.

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Hlib

Delivery Manager

team

Get to know other authors

Victoria

QC Team Lead

QC Team Lead Victoria Stepashko has 7 years of experience in support and quality control, specializing in quality analytics and workflow optimization.

About author

Valentyna

VP of Customer Support

Support Operations expert Valentyna Dimova specializes in scaling global teams, AI tool integration, and QA frameworks across SaaS, eCommerce, and Fintech.

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Olha

Support Operations Manager

Delivery Manager Olha Vorobei specializes in team building, KPI management, and process optimization, delivering data-driven support solutions at EverHelp.

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Oleksandr

AI Integrations Lead

AI Integrations Lead Oleksandr Levchenko has 11+ years of experience in support operations and marketing, specializing in process management and team leadership.

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Nataliia

Chief Executive Officer

EverHelp CEO Nataliia Onyshkevych is a Forbes Business Council member specializing in scaling support, AI-driven transformation, and operational excellence.

About author

Dmytro

QC Delivery Manager

Quality Manager Dmytro specializes in QC process optimization and L&D. At EverHelp, he scaled teams from 15 to 60 and introduced 30+ standardized processes.

About author

Daryna

Delivery Manager

Delivery Manager Daryna Severenchuk has 10+ years of experience in management, customer service, and marketing, specializing in service process design and CX.

About author

Andrew

Chief Commercial Officer

EverHelp CCO Andrew Panteleienko specializes in B2B sales, GTM strategy, and scaling revenue. He has a proven track record of driving $7M+ ARR and global growt

About author

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