Support ForgeManaged customer service · cases · one inbox
Support Forge is O1's managed customer-service operation — not just software. Our multilingual team handles the communication layer between you, the marketplaces and shoppers: buyer messages, marketplace cases and disputes, and customer-service conversations across every connected channel, in one place.
Our multilingual team handles buyer messages, marketplace cases and disputes across every connected marketplace for the brands we operate. Live operation — every reply we send is in the brand's voice and on the marketplace's SLA clock.
Concrete capabilities
- Multilingual O1 team handles all customer-service conversations across every channel
- SLA-aware first response per marketplace — Amazon, Bol, eBay, Kaufland, Zalando and the rest
- Marketplace case + dispute handling (A-to-z, INR claims, returns escalations) with audit log
- Account-health protection — case routing aware of marketplace metric thresholds
- AI-assisted triage and response drafting inside the same workspace your team sees
Where Support Forge sits in the Merchant-of-Record stack.
Support Forge is the human-plus-AI layer that protects account health across the Merchant-of-Record operation. Every buyer message — a question on product specifics, an Amazon A-to-z claim, a Bol return request, a Zalando dispute — lands in one unified inbox alongside order context, listing context and returns history. Because Support Forge runs against the same data model as the rest of O1 Suite, an agent answering a buyer sees the canonical PIM listing, the order routing from Logistics Forge, and any campaign Advertising Forge ran on the SKU — all in the same workspace. SLA timers are marketplace-aware (Amazon's clock, Bol's clock, Kaufland's clock), AI assists with first-response drafting and language detection, and the human team owns the send. Every case is logged with full audit context for the brand to read.
How Support Forge connects with the rest of the Suite.
Support Forge runs against the same data model as the rest of O1 Suite — orders, returns and listing status from Sales/Products feed straight into case context. Your team sees the same queue our agents work, with the same audit log.
How Support Forge shows up for a brand we run.
A European pet-care brand — selling across Amazon DE, NL, FR, IT, ES plus Bol and Kaufland
Buyer messages arrived in seven different marketplace inboxes in five languages, and the in-house team of two regularly missed Amazon's response window — with account-health warnings as the consequence. Support Forge consolidated all seven inboxes into one queue with marketplace-aware SLA timers and AI-assisted draft replies the multilingual team confirms before sending. Returns and dispute escalations route to the agents trained on each marketplace's playbook — Amazon A-to-z arguments, Bol claim handling, Kaufland and Zalando dispute paths — so account-health metrics stop drifting downward in the background. The brand keeps visibility on every case, reply and dispute in the same workspace where they see orders, listings and replenishment.
See the full O1 Suite operation.
Support Forgeis one of seven Forges inside O1 Suite. They share one data model, one workspace and one accountable team per brand. Talk to us and we'll walk you through how the stack runs against the brands we already operate.