CX Platform Audit
Every way customers reach you, mapped — and where contacts fall through.
Customers reach you on more channels than you can watch: email, live chat, WhatsApp, phone, the form nobody checks. Somewhere in there, contacts fall through — and a missed contact is lost revenue.
We audit every channel, follow what happens to each contact, and show you exactly where they drop — with a costed list of quick wins you can act on immediately.
Fixed deliverables. Yours to own.
A two-week audit of your full CX channel setup. We look at what's actually configured — not what's supposed to be.
From $2,500. Delivered in two weeks.
The audit covers a single platform instance. Multi-site or complex setups are scoped on request — book a 30-minute call and we'll give you a fixed quote before anything starts.
Most clients find the audit pays for itself in the first quick win.
Found in audit: customers reaching out on four channels — with agents manually switching between all of them.
A business came to us with a support setup that looked functional on the surface. Multiple channels were live and staffed. What the audit found: each channel was running separately, no conversation history crossed over, and agents were context-switching manually for every query.
We mapped the full channel architecture, identified consolidation points, and delivered a prioritized fix list. The client implemented the first three quick wins within a week of the report landing.
Before you book.
Yes — this audit is built around your existing Zendesk setup. If you're not yet on Zendesk, the right starting point is our CX Platform Implementation service.
Read access to your platform admin panel, and an hour with whoever manages your support operations. That's it.
Quick wins — yes. If you want them implemented immediately, we can do that as part of the engagement. Larger changes are scoped separately after the findings are presented.
Internal teams are usually too close to the setup to see the gaps. We come in without assumptions, trace what actually happens to each contact, and report on what the data shows — not what the team thinks is happening.
Find out where contacts are falling through.
Book a free 30-minute call. We'll look at your current setup and tell you exactly what the audit would cover — and what we'd expect to find.