Customer Support Strategy

We design, build and implement customer support solutions and organizations that operate as pro-active, 24/7 revenue centers across all channels. We pursue issue prevention, deflection through self-service and emphasize critical human experiences.

What we do

Customer Support Process Design
  • Current process benchmarking and assessment
  • Service agent time spent analysis
  • Objective setting workshop
  • Future state process design
  • Future state process validation
  • Time saved and ROI analysis
Support organization Design
  • Org chart (re-)design
  • KPI & Performance metrics
  • Operating model design
  • Staffing workload analysis
  • Staffing model redesign
  • Job Description design
  • Incentive scheme design
Technical Design
  • Technical capability analysis
  • Technical architecture AS-IS assessment
  • Salesforce performance analysis
  • Technical architecture TO-BE design
Customer pain-point analysis
  • Customer support case analysis
  • IVR and chatbot pain-point analysis
  • NPS analysis
  • Recommendations on improving support experience
Customer support strategy
  • Case management design
  • Agent management design
  • Customer experience management design
  • Customer feedback strategy
  • Customer self-help design
Customer self-help strategy
  • Customer self-help capability assessment
  • Help-center strategy
  • Knowledge article assessment
  • Chatbot setup
  • IVR flow design