Good products don't overcome a bad support experience
Most ecommerce merchants underestimate how much their customer service operation affects revenue. It's not just a cost center — it's a retention lever. Customers who get fast, frictionless support buy again. Customers who don't, don't.
CX consulting is about identifying where friction enters the customer journey, streamlining your helpdesk and workflows, and implementing AI tools that handle repetitive tickets automatically — so your team focuses on the interactions that actually require a human.
We start with a comprehensive audit of your full support operation, then build toward a scalable CX infrastructure — one that grows with your business instead of breaking under volume.
- Full customer journey audit — every support touchpoint reviewed
- Helpdesk setup, optimization & workflow configuration
- AI implementation for response automation & intelligent routing
- Refund, return & order management flow optimization
- In-house work — no outsourcing, no generic playbooks
Start with a CX Audit
Before recommending changes, we map your complete customer support experience — from the first question a prospect asks to the last touchpoint in a return. We identify every friction point, automation opportunity, and process gap.
A one-time, fixed-price audit with a clear deliverable at the end.
CX Audit
A comprehensive audit of your customer support experience — delivered in 10 business days.
Includes:
- Customer journey mapping — all support touchpoints
- Helpdesk configuration & workflow review
- Ticket categorization & volume analysis
- AI automation opportunity assessment
- Returns, refunds & order management flow review
- Response time & resolution rate benchmarking
- Prioritized action plan (10+ recommendations)
- 60-minute strategy call to review findings
A CX roadmap built for your business
A detailed report showing exactly where your customer experience is creating friction or costing tickets — and which improvements will have the biggest impact on response time, automation rate, and customer satisfaction.
Every recommendation is grounded in your actual ticket data and support workflows — not a generic CX checklist.
This service is ideal for:
- Stores where support volume is overwhelming the team
- Businesses with slow response times or low CSAT scores
- Merchants with a new helpdesk tool that isn't fully configured
- Any store ready to implement AI-assisted support
How the audit works
A structured 10-business-day process that maps, benchmarks, and diagnoses your entire customer support operation before recommending a single change.
Helpdesk Access & Ticket Data Review
We connect to your helpdesk (Gorgias, Zendesk, Freshdesk, Help Scout, or similar) and review ticket volume, category breakdown, resolution rates, and response time data. This gives us the quantitative baseline before any qualitative review begins.
Customer Journey Mapping
We walk through every customer touchpoint — from pre-purchase questions to post-purchase support, returns, and refunds — documenting how customers currently reach your team, what tools handle each stage, and where the handoffs create friction or delays.
Workflow & Configuration Audit
We review your helpdesk setup — routing rules, automation triggers, macros, canned responses, SLA settings, and integrations with your ecommerce platform. Most helpdesks are significantly under-configured, and this is where the fastest wins usually are.
AI Automation Opportunity Assessment
We identify which ticket categories are candidates for AI-assisted automation — order status inquiries, return requests, FAQ responses, and routing decisions — and assess the right tools for your volume, platform, and team structure. We recommend what to automate and what should stay human.
Returns, Refunds & Order Management Flow
We review how return requests, refund approvals, and order issue resolutions move through your system — from customer submission to final resolution. Inefficient flows here create both high ticket volume and low CSAT, making them high-priority targets.
Prioritized Action Plan & Strategy Call
You receive a written report with 10+ specific recommendations organized by impact and implementation effort. Quick wins are flagged first. We then meet for a 60-minute walkthrough — covering findings, prioritizing next steps, and mapping out a roadmap for ongoing optimization.
Ready to implement?
Take the audit further with monthly CX optimization
The audit gives you the roadmap. The monthly plans execute it — implementing helpdesk improvements, building automation, and optimizing your customer journey month after month.
Monthly CX optimization plans
Ongoing CX work — helpdesk improvements, AI tuning, workflow optimization, and reporting — delivered monthly with a fixed price and no surprise scope.
*Monthly plans require a 30-day cancellation notice.
Frequently Asked Questions
What helpdesk platforms do you work with?
We work with all major ecommerce helpdesk tools — Gorgias, Zendesk, Freshdesk, Help Scout, and Re:amaze. If you're on a different platform, reach out and we'll confirm compatibility before starting.
Do I need to complete the CX Audit before starting a monthly plan?
The audit is strongly recommended because the monthly plans build directly on its findings. Without it, we're implementing changes without a clear picture of what's driving your ticket volume and friction. If you have a recent internal audit or already have clear priorities, we can discuss starting a monthly plan directly.
What does AI implementation actually involve?
It means configuring AI tools within your existing helpdesk — or integrating a purpose-built AI CX tool — to automatically resolve, route, or respond to specific ticket types. The most common starting points are order status inquiries, return requests, and FAQ responses. We identify the right tools for your volume, configure them, and train them on your store's data and policies.
Do I need a developer to implement the recommendations?
Most CX improvements don't require development — they're helpdesk configuration, AI setup, and workflow process changes. In cases where implementation requires platform integration or custom logic, we'll flag it clearly and help you understand what's involved before any work begins.
How is this different from hiring a CX manager?
A CX manager runs your day-to-day support team. CX consulting is about the infrastructure — the helpdesk configuration, automation rules, AI tooling, and process design that determine how efficiently your team operates. Both are valuable, but they address different layers of the problem. Consulting makes the operation your CX manager works within more effective.
Can I cancel the monthly plan?
Yes. Monthly plans require a 30-day cancellation notice. We want the relationship to be based on the value we're delivering, not long-term contracts.