CX Stack Audit
Find what's broken, unused, or misconfigured in your CX support system. We fix what we can while we're in there.
Most support system setups were configured once and never revisited. Someone did a basic build at go-live, the business changed around it, and now there are views nobody opens, triggers firing against each other, and macros the team works around instead of through. We review the instance as it actually stands, fix the quick wins while we're in there, and hand back a prioritized list of the bigger items with what each one is worth.
Fixed deliverables. Yours to own.
A two-week review of your Zendesk or Respond.io instance. We look at what's actually configured, not what's supposed to be.
Fixed scope, fixed fee, quoted before anything starts.
The audit covers a single instance. Multi-site or complex setups are scoped on request. Book a 30-minute call and you'll have the fee in writing before any work begins. The findings report is yours either way. If you'd rather hand the fix list to your own team, that's a perfectly good outcome.
Nothing looks broken. It just costs time on every ticket.
Views built for a team structure that changed two reorganizations ago. Triggers firing in an order nobody intended. Macros the agents quietly stopped using because a workaround was faster. From the outside the setup looks fine, which is why it survives for years.
Before you book.
No. The audit works whether you're on Zendesk, another helpdesk, or a patchwork of inboxes and apps. We map what you actually run and show you where contacts fall through - the recommendation comes after, not before. If you've no helpdesk yet, start with CX Platform Implementation for a Zendesk build, or Respond.io Implementation if messaging is your main channel.
Yes. Same format, same scope, same fee. We audit Respond.io instances exactly the way we audit Zendesk.
Read access to your platform admin panel, and an hour with whoever manages your support operations. That's it.
Quick wins, yes. Anything we can resolve inside the two weeks gets resolved. Larger changes are scoped separately once we've presented the findings.
Internal teams are usually too close to the setup to see the gaps. We come in without assumptions, go through the configuration as it actually stands, and report what we find rather than what the team thinks is happening.
Find out what your CX stack is actually doing.
Book a free 30-minute call. We'll look at your setup and tell you what the audit would cover, and what we'd expect to find.