My Services
Business Goals and Requirements Documentation
This service involves understanding the fundamental business requirements for the customer support organization by considering all stakeholders, including Sales, Marketing, Product, and Finance. This foundational service ensures clear, well-defined objectives that will meet the business goals before execution, reducing the risk of misaligned expectations and wasted resources.
Data Analysis - Customer Feedback
This service involves analyzing survey data (such as NPS) and customer complaints to interpret customer sentiment. By identifying what customers like, dislike, and find frustrating, we can pinpoint recurring issues and prioritize improvements, which can have an immediate positive impact on service quality and customer satisfaction.
Customer Retention & Churn Analysis
By identifying patterns in customer attrition, this analysis can highlight areas needing improvement. This insight helps inform support strategies and product enhancements.
Process Mapping & Improvement
Analyzing and documenting current "As-Is" processes and workflows establishes a baseline for identifying areas of improvement. For example, restructuring ticket routing can ensure that the appropriate person receives the ticket quickly, while refining escalation processes often enhances service quality. We may also explore automation or self-service options. This service evaluates all processes within support, including those that require collaboration with other departments, as these touchpoints can often become bottlenecks that, when improved, significantly boost customer satisfaction.
Performance Metrics, KPIs & SLAs/SLGs
Defining and tracking critical customer support metrics such as first response time, resolution times, and customer satisfaction scores allows teams to measure their success and identify areas for improvement through in-depth analysis of these metrics. Defining and tracking Service Level Agreements (SLAs) and Service Level Goals (SLGs) is also essential. Visibility of this data is also an important element of this service.
Data Analysis – Support Ticket Audits
While the term "audit" can carry a negative connotation for agents, analyzing ticket performance and resolutions helps identify training needs and highlight areas where certain agents excel. This analysis would look at product knowledge as well as soft skills. This data can be used to find mentors on subjects they excel at for other agents and can improve the overall quality of the support organization.
Training & Development Programs
Customer support agents require ongoing training, and addressing skill gaps within support teams is vital for maintaining high customer satisfaction. Identifying these skills, whether they pertain to soft skills or product knowledge, often stems from the insights gained through the Data Analysis – Support Ticket Audits service. Analyzing current programs and looking for ways to improve and enhance.
Technology Assessment
Evaluating the current technology in use is just as crucial as mapping existing processes. If the current technology in use cannot meet the necessary business requirements, any subsequent process changes risk failure. I assess how current technology is utilized and explore more effective ways to leverage it to enhance productivity. While replacing technology can be costly, finding better ways to use existing tools may be a viable alternative.
Documentation Services
Documentation often gets overlooked until it's too late—outdated, unclear, or missing altogether. Whether it's internal resources for support teams or user-facing guides for clients, I can help you keep it sharp. When onboarding new agents or rolling out additional training, I use analytical techniques to assess what's already in place, then update or create clear, precise documentation that actually works for your team and customers.
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