mere.dev / csm consulting
Most customer service systems are engineered to deflect — to close tickets, not solve problems. To make complaints disappear, not customers feel heard. I help companies rebuild their CSM pipeline from the ground up — turning a cost center into a genuine competitive advantage.
Let's TalkThe Problem
Here's what a typical enterprise support queue looks like. Notice what's missing: the customer.
Onboarding question — new enterprise client
Account migration failed
Feature request: export to CSV
Wrong charge on invoice
Login not working — urgent
A ticket is a promise. Most pipelines are built to break it as quietly as possible.
What most pipelines do
What a good pipeline does
Why Ben
At ServiceNow I built the Conversation Builder and NLU Engine — the AI chat and natural language infrastructure that enterprise CS pipelines actually run on. I've seen from the inside how these systems get designed, where they break down, and why most of them are built to serve the company, not the customer.
I've also secured AT&T as a customer by dispatching 50,000 field agents across 200,000 locations — which required a pipeline that couldn't afford to fail anyone. That kind of accountability changes how you think about support.
This work was featured in a national ServiceNow TV campaign with Idris Elba. Not because it was flashy — because it worked.
What I Do
Pipeline Audit
I map your current CSM workflow end-to-end — where tickets enter, where they stall, where customers fall through. You get a clear picture of what's broken and why, without jargon.
Customer Self-Direction
The best support interaction is one the customer resolves themselves — on their terms, at their pace. I design self-service tooling that gives customers real controls: account actions, status visibility, the ability to act without waiting. Customers are happier when they're steering, even when things go wrong. And your agents are freed up for the problems that actually need a human.
Routing & Triage Redesign
Most misdirected tickets aren't a people problem — they're a design problem. I rebuild routing around customer intent, not internal org charts.
AI Integration — Done Right
AI in CSM is almost always bolted on as a deflection layer. I integrate NLU and conversational AI to surface real answers, resolve common issues, and escalate intelligently — not to wear customers down until they give up.
Metrics That Matter
Tickets closed is a vanity metric. I help you define and instrument what actually matters: resolution time, customer sentiment, escalation signal, and repeat contact rate.
Team & Culture Alignment
The best pipeline redesign fails if the team still thinks their job is to close tickets. I work with your people — not just your tools — to shift the posture from deflection to engagement.
What Good Looks Like
Four principles that separate a CSM pipeline built to engage from one built to deflect. Annotated for the people in the back.
#10432 · Login not working
Account access — customer self-resolved
One-time passwords — never touch a password reset again
Customers get a magic link or OTP sent directly to their email or phone. No password to forget, no reset flow to support, no ticket. They're in within seconds — on their own.
#10401 · Billing dispute
Wrong charge on March invoice
#10388 · Product question
How do I configure the stone mill cutting pattern?
stones.mere.cloud · Interactive laser cut stone mill configurator
Every ticket is a customer trying to stay. Treat it that way.
Get In Touch
If your CSM pipeline is built to ignore people — any size, any industry, anywhere — let's talk.