Work with me
I work with B2B SaaS companies and agencies at two different stages. Some have no real support function yet and need one built. Others have one that got set up in a hurry and has stopped keeping up with the rest of the business.
The second group usually describes it as slow replies, the same problems coming back around, a knowledge base nobody trusts, and a support team that's obviously busy without anyone being able to say what's actually wrong.
There are three ways to work with me, and they solve different problems.
CX Setup
What it is. Building the support function from nothing. Choosing and implementing the helpdesk, setting up queues, routing and SLAs, writing the first round of documentation, defining what a good reply looks like, and getting whoever runs it ready to run it. If you're hiring your first support person, I'll help you work out what to hire for.
What you end up with. A working support operation with the processes written down, reporting that tells you something, and a team that knows what's expected. Scoped as a project with a start and an end.
This is the right one if support is currently handled by founders, account managers or developers between other work, and it's starting to cost you. This is what I did at Fishtank, where there was no support department before I started.
CX Audit
What it is. A week spent going through your existing support operation twice. Once the way a customer experiences it, once the way your team experiences it. Tickets, queues, knowledge, escalation paths, tooling, and what your metrics are and aren't telling you.
What you end up with. A written assessment, a prioritised list of what to fix, and a plan for the next 90 days. Fixed scope, fixed fee, done in about a week.
This is the right one if you can tell something isn't working but not what, or you need something concrete in front of leadership before anyone will release budget.
CX Build
What it is. The audit tells you what to do. This is me doing it. Helpdesk migration, knowledge base architecture, a QA programme, escalation design, reporting.
What you end up with. The thing itself, working, plus documentation for whoever runs it after me. Scoped as a defined project with a start and an end.
This is the right one if you already know what's broken and you want someone to build the fix rather than write another report about it.
How they fit together
If you're starting from nothing, Setup is the whole job and there's nothing to audit yet. If you already have a support team, most people start with the audit and then pick one or two things off the list to build. Some skip it entirely because they already know exactly what they need, which is fine and saves everyone a week.
The audit isn't a sales pitch for the build. The plan is yours, and if you'd rather hand it to someone on your team, that's a good outcome.