CX Audit

The problem

Most support platforms accumulate years of decisions made by people who are no longer there. Triggers that fire on every ticket. Macros nobody uses anymore. Routing logic that made sense in 2021 and hasn't been touched since. Teams feel the symptoms: slow resolution times, agents doing work that should be automated, CSAT that won't budge, but can't pinpoint the root cause. Without a structured review, every improvement is a guess.

My solution

I go through your entire support infrastructure systematically: not just the surface settings, but the routing logic, automation health, trigger conflicts, Help Center gaps, and agent workflow patterns. You get a clear picture of what's working, what's broken, and what's being left on the table. Then you get a prioritized action plan: what to fix this week, what to rebuild over the next month, and what to leave alone. Most audits surface 3-5 high-impact changes that can be deployed in days.

What's included

• Full platform configuration review: triggers, automations, macros, views, SLA policies
• Routing and escalation logic audit with conflict detection
• Automation gap analysis: what should be automated but isn't
• Help Center quality review: coverage, accuracy, and findability
• Agent workflow evaluation: where time is being lost in every ticket
• Prioritized action plan with quick wins and a 90-day roadmap
• Written deliverable you can hand to any developer or admin to execute
• Optional: 1-hour debrief call with your team

Ideal for

Teams inheriting a messy setup, scaling fast without time to clean up, or unsure whether their platform is working for or against them. Also valuable before a platform migration.

Platforms

Zendesk

Freshdesk

Intercom

Pricing