SUPPORT & SERVICE
STRATEGY DESIGN & IMPLEMENTATION

We can differentiate your brand with

proactive & personalized customer support

Our Strategy design and implementation services builds your customer support function on a solid foundation, ensuring it's not just a cost center, but a growth engine. We define your optimal customer experience (CX) vision, design efficient support models, and select the right, cost-effective technology stack for your unique business needs.

This service prevents expensive mistakes, streamlines future hiring, and delivers a superior customer journey right from the start, setting you up for predictable, profitable growth.

Customer Experience Vision

We assess your needs and define the ideal customer experience (CX) vision, delivering:

CX Vision Statement & Core Principles: A documented guide that codifies the expected customer experience.
Customer Journey Maps: Visual diagrams of the current and ideal customer path, highlighting pain points and opportunities.

Strategic Roadmap: A prioritized, phased plan outlining what to do, why it matters, and how to measure success.
Metric Scorecard: Recommendations for 5-7 key metrics that will be used to track progress against the CX vision.

Technology Stack Selection

Analysis of leading platforms (e.g., Zendesk, Freshdesk, HubSpot) against your budget, scaling needs, and CX strategy.

Total Cost of Implementation
- Detailed breakdown of all expected costs: software subscriptions (per-agent), implementation/setup fees, and estimated costs for add-ons or custom development.
Initial Configuration Blueprint
- A technical map defining the required setup, including ticket routing logic, custom fields, user roles/permissions, and essential channel setup (email, web forms, etc.).
Implementation Timeline & Rollout Plan
- A structured project plan outlining steps for purchase, configuration, testing, agent training, and the phased "Go-Live" schedule.

Support Model Design

We determine the best channels, hours of operation, and escalation paths to scale efficiently.

Organizational Structure:
- A diagram of the team hierarchy, defining roles (e.g., Agent, Specialist, Team Lead, Manager) and their reporting structure.
- Recommended staffing levels and skill requirements for each tier of support based on ticket volume and complexity.

Channel Strategy & Implementation:
- A matrix detailing which communication channels (Email, Chat, Phone, Help Center) will be offered, to which customer segments, and during what hours.
Workflow and Escalation Protocols:
- Step-by-step documentation for handling common and complex scenarios, such as bug reporting, feature requests, and urgent outages.
- Escalation path—when a Tier 1 agent must move a ticket to a Tier 2 Specialist, Product Manager, or Engineering team—including required documentation and internal SLAs.
Contact Reason Structure:
- A standardized list of all possible reasons a customer contacts support (e.g., "Login Error," "Missing Feature), essential for reporting, data analysis, and for building effective automation rules and self-service content.
Capacity Planning Model:
- A simple model to predict the number of agents needed to handle future ticket volume while maintaining defined SLAs.

Knowledge Base Architecture

AI-Driven Content Governance Plan:
- Defines the content workflow where Generative AI is used for the first draft of new articles based on internal meeting notes, product specifications, or resolved high-volume tickets.
- Establishes the human review and editing protocol to ensure accuracy and maintain the brand's tone of voice after AI generation.

Content Style Guide and Tone of Voice:
- A set of rules, now including specific AI Prompts, to ensure generated content aligns with your brand's style and technical requirements.
- The guide defines the standardized article template for consistency, which acts as the structure for the AI summarization feature for agent-facing content.
Internal vs. External Content Strategy:
- Clear differentiation between self-service articles and agent-only knowledge.
- Strategy for using AI to auto-generate internal summaries of complex external docs, giving agents quick, actionable information within their ticketing interface.
AI Search and Deflection Optimization Strategy:
- An initial audit identifying high-volume ticket reasons that can be immediately addressed by AI Answer Bots or Semantic Search.
- A plan for integrating the knowledge base with the AI/Chatbot system to test and measure the deflection rate, ensuring the content directly reduces live agent contacts.

Internal Communication Loop Design

Voice of the Customer Reporting Structure:
- A defined, automated mechanism for extracting quantifiable customer pain points.
- This includes template reports delivered on a regular cadence (weekly or bi-weekly) to Product and Engineering leadership, focusing on high-impact issues rather than raw ticket volume.

Feedback Taxonomy:
- A cross-departmental tagging structure that is used consistently by the support team.
Product Handoff Protocol & Templates:
- Standardized templates for the support team to submit formal bug reports, feature requests, and documentation gaps to the relevant Product/Engineering trackers.
- A clear internal Service Level Agreement (SLA) defining the expected turnaround time for Product/Engineering to acknowledge and categorize a critical bug reported by support.
Cross-Functional Meeting Framework:
- Recommendations for a recurring "Customer Insights Sync" meeting involving Support, Product, and Marketing leaders.