Customer Experience

Design seamless, human-first journeys across every touchpoint so customers feel understood, supported, and excited to come back.

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What We Offer

  • Dashboard Optimization

    • Tags + tracking

    • Views, folders, and ticket categories

    • Rules, routing, and system intelligence

    Automations

    • Chatbots

    • Flows + multi-step self-serve (orders, tracking, issues, FAQs)

    • Contact form automation + ticket organization

    • Performance audits + optimization (increase automation rate)

    FAQs / Help Center

    • Audit and refresh existing FAQs (efficiency + brand voice)

    • Create new FAQ content

    • Build an interactive Help Center to increase self-resolution

    Macros / Canned Responses

    • Audit existing macros (SOPs, efficiency, brand voice)

    • Create new templates

    • Implement merge tags + import into helpdesk

    CSAT

    • Implement or optimize CSAT requests (increase response rate)

    • Analyze results + apply insights

    Integrations

    • Shopify, Amazon, Walmart, TikTok Shop, + more

    • Assess integration potential + support implementation

    Custom Ticket Fields

    • Set up tracking fields

    • Audit field usage + data quality

    • Action plan based on trends and ticket insights

    • Assess workload + staffing to keep a lean, effective team

    • Train the team to be data-savvy (collect, interpret, and use insights)

    • Improve communication:

      • Within the CX/CS team

      • Cross-functional reporting (trends + patterns)

      • Upward reporting (founder/C-level)

    • Optimize non-ticket responsibilities by strengths + bandwidth

    • Establish recurring coaching + team cadences

    • Audit existing SOPs (clarity + efficiency)

    • Build new SOPs where gaps exist

    • Implementation plan (training + adoption + upkeep)

  • Returns Deep Dive

    • Turn returns into repeat purchases

    • 3PL vs in-house returns comparison

    • Data analysis + insights

    • Action plan + next steps

    Cancellations Deep Dive

    • Assess “loss” vs “non-loss” refunds

    • Data analysis + insights

    • Action plan + next steps

  • Pre / Post Purchase Touchpoints

    • Website

    • Social media

    • SMS + email

    • Order confirmation

    • Tracking page

    • Landing pages

    Returns / Exchanges Experience

    • Flow + friction points

    • Policies, messaging, and self-serve improvements

    Reviews + Feedback

    • Review request strategy + timing

    • Process improvements for consistency + volume

    • CX brand voice guide (easy for teams to apply)

    • Humanize and personalize the customer experience

    • Increase positive engagement + trust in support conversations

    • Customer interviews + surveying

    • Feedback collection systems

    • Turning insights into actions (what to change + why)

    • Helpdesk AI setup + optimization

    • Improve deflection + accuracy

    • Training, QA, and ongoing tuning