For SaaS Companies
Eliminate your support ticket backlog in days, not months
Eliminate your support ticket backlog in days, not months
Eliminate your support ticket backlog in days, not months
Most SaaS founders struggle to provide effective customer service as their business scales. We implement efficient support systems and strategies that will have you at 'Inbox 0' in no time.
For SaaS Companies
Eliminate your support ticket backlog in days, not months
Most SaaS founders struggle to provide effective customer service as their business scales. We implement efficient support systems and strategies that will have you at 'Inbox 0' in no time.
Disgruntled Customer
Where’s the invoice???
Disgruntled Customer
Where’s the invoice???
Disgruntled Customer
Where’s the invoice???
Disgruntled Customer
Where’s the invoice???
Confused Client
Can I get a refund?
Confused Client
Can I get a refund?
Confused Client
Can I get a refund?
Confused Client
Can I get a refund?
Unhappy Customer
I can’t login
Unhappy Customer
I can’t login
Unhappy Customer
I can’t login
Unhappy Customer
I can’t login
Your New Support Team
We typically reply in a few minutes
Please ask your question.
Hi there. I’m an AI Assistant. How can I help you today?
Payment
Application status
Become a client
Other
Your New Support Team
We typically reply in a few minutes
Please ask your question.
Hi there. I’m an AI Assistant. How can I help you today?
Payment
Application status
Become a client
Other
Your New Support Team
We typically reply in a few minutes
Please ask your question.
Hi there. I’m an AI Assistant. How can I help you today?
Payment
Application status
Become a client
Other
Your New Support Team
We typically reply in a few minutes
Please ask your question.
Hi there. I’m an AI Assistant. How can I help you today?
Payment
Application status
Become a client
Other
Case Study
How we helped QuadPay Support Over 4 Million Users and Achieve a 9-Figure Exit
How we helped QuadPay Support Over 4 Million Users and Achieve a 9-Figure Exit
How we helped QuadPay Support Over 4 Million Users and Achieve a 9-Figure Exit
Case Study
How we helped QuadPay Support Over 4 Million Users and Achieve a 9-Figure Exit
The Challenge
Scaling From Thousands to Millions Of Customers
When QuadPay found its product-market fit, the company rapidly scaled from 10,000 to 1 million. The company needed a robust system to manage the burgeoning customer base and free up the COO and head of finance from answering questions
Solution
Implementing Zendesk for Efficient Customer Support
With Zendesk, a significant portion of customer inquiries was automatically resolved through intelligent response systems, reducing the need for direct human intervention. This contributed significantly to reducing overall support costs while maintaining high levels of customer satisfaction.
Client Results
90%+ of conversations were resolved in <4 hours
From 3,000 to an 300,000 monthly inbound communications
80% ticket deflection rate
The Challenge
Scaling From Thousands to Millions Of Customers
When QuadPay found its product-market fit, the company rapidly scaled from 10,000 to 1 million. The company needed a robust system to manage the burgeoning customer base and free up the COO and head of finance from answering questions
Solution
Implementing Zendesk for Efficient Customer Support
With Zendesk, a significant portion of customer inquiries was automatically resolved through intelligent response systems, reducing the need for direct human intervention. This contributed significantly to reducing overall support costs while maintaining high levels of customer satisfaction.
Client Results
90%+ of conversations were resolved in <4 hours
From 3,000 to an 300,000 monthly inbound communications
80% ticket deflection rate
Good customer support fuels sustainable profit growth
Good customer support fuels sustainable profit growth
Good customer support fuels sustainable profit growth
25% to 95%
25% to 95%
25% to 95%
Increase in profits by increasing retention
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. (Bain and Company)
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. (Bain and Company)
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. (Bain and Company)
38%
38%
38%
More customer referrals
Consumers who rate a company’s service as “good” are 38% more likely to recommend that company. (Qualtrics XM Institute)
Consumers who rate a company’s service as “good” are 38% more likely to refer that company. (Qualtrics XM Institute)
Consumers who rate a company’s service as “good” are 38% more likely to refer that company. (Qualtrics XM Institute)
89% of consumers are more likely to make another purchase after a positive customer service experience. (Salesforce Research)
89% of consumers are more likely to make another purchase after positive customer service. (Salesforce Research)
89% of consumers are more likely to make another purchase after positive customer service. (Salesforce Research)
25% to 95%
Increase in profits by increasing retention
Increasing customer retention rates by just 5% can increase profits by between 25% and 95%. (Bain and Company)
38%
More customer referrals
Consumers who rate a company’s service as “good” are 38% more likely to refer that company. (Qualtrics XM Institute)
500% to 2,500%
Cheaper to retain customers (Invesp)
89% of consumers are more likely to make another purchase after positive customer service. (Salesforce Research)
Many SaaS businesses struggle to maintain strong customer satisfaction as they scale rapidly
Many SaaS businesses struggle to maintain strong customer satisfaction as they scale rapidly
Overwhelmed support teams, frustrated customers and low response times leads to more churn, bad reviews, and decreased customer lifetime value.
Many SaaS businesses struggle to maintain strong customer satisfaction as they scale rapidly
Overwhelmed support teams, frustrated customers and low response times leads to more churn, bad reviews, and decreased customer lifetime value.
More cancellations and churn
Messages from your customers go unanswered and pile up leading to upset customers and increased cancellations and churn.
More cancellations and churn
Messages from your customers go unanswered and pile up leading to upset customers and increased cancellations and churn.
More cancellations and churn
Messages from your customers go unanswered and pile up leading to upset customers and increased cancellations and churn.
More time spent on support
Reactive support approach puts your business on the defensive resolving bad customer service complaints instead of focusing on your business.
More time spent on support
Reactive support approach puts your business on the defensive resolving bad customer service complaints instead of focusing on your business.
More time spent on support
Reactive support approach puts your business on the defensive resolving bad customer service complaints instead of focusing on your business.
Need to hire more agents
It’s hard to maintain high-quality support as your customer base grows without hiring more employees to manage customer support.
Need to hire more agents
It’s hard to maintain high-quality support as your customer base grows without hiring more employees to manage customer support.
Need to hire more agents
It’s hard to maintain high-quality support as your customer base grows without hiring more employees to manage customer support.
More cancellations and churn
Messages from your customers go unanswered and pile up leading to upset customers and increased cancellations and churn.
More time spent on support
Reactive support approach puts your business on the defensive resolving bad customer service complaints instead of focusing on your business.
Need to hire more agents
It’s hard to maintain high-quality support as your customer base grows without hiring more employees to manage customer support.
The Solution
We make it possible to clean up your current backlog with our exclusive approach
We make it possible to clean up your current backlog with our exclusive approach
We make it possible to clean up your current backlog with our exclusive approach
We implement CRM automations and our battle-tested ticket deflection practices to help you settle your backlog and deliver the best possible customer support experience.
The Solution
We make it possible to clean up your current backlog with our exclusive approach
We implement CRM automations and our battle-tested ticket deflection practices to help you settle your backlog and deliver the best possible customer support experience.
Get a custom CRM implementation with our robust systems and processes
Easily integrate our system with your existing platforms
Use customer support as a sales channel with promoter-led growth strategies
Get a custom CRM implementation with our robust systems and processes
Easily integrate our system with your existing platforms
Use customer support as a sales channel with promoter-led growth strategies
Prevent up to 80% of tickets with automations and ticket deflections
Ensure consistent user experience with agent and team-level performance reports and metrics
Increase your customer LTV with improved customer satisfaction levels
Increase your customer LTV with improved customer satisfaction levels
Completely resolve your support ticket backlog
Prevent up to 80% of tickets with automations and ticket deflections
Ensure consistent user experience with agent and team-level performance reports and metrics
Increase your customer LTV with improved customer satisfaction levels
Completely resolve your support ticket backlog
Testimonials
Hear how we improved customer support from the people we've helped
Hear how we improved customer support from the people we've helped
Hear how we improved customer support from the people we've helped
Testimonials
Hear how we improved customer support from the people we've helped
CX expertly managed our complex data to enhance our operations and customer service. CX's tireless work ethic and refusal to accept failure have significantly boosted our team's performance and customer satisfaction.
Kathy W
OtterBox
CX was instrumental in scaling QuadPay's support to field thousands of inbound requests while delivering excellent experiences for our customers.
Brad L, Co-Founder
QuadPay
CX is amazing.
Jeremy E, VP Marketing,
Magic
CX expertly managed our complex data to enhance our operations and customer service. CX's tireless work ethic and refusal to accept failure have significantly boosted our team's performance and customer satisfaction.
Kathy W
OtterBox
CX was instrumental in scaling QuadPay's support to field thousands of inbound requests while delivering excellent experiences for our customers.
Brad L, Co-Founder
QuadPay
CX is amazing.
Jeremy E, VP Marketing,
Magic
Here's our process
Here's our process
Here's our process
Step 1
Understanding Your Goals
We understand all aspects of how we can help your business meet their customer experience goals.
Step 2
Building Your Systems
We build a custom dashboard for request tracking and communication and implement the necessary systems, processes and methods.
Step 3
Ongoing Optimization
We deliver weekly reports summarizing performance and highlighting any concerns that need to be addressed and do regular check-ins to assess status and forecast future needs.
Step 1
Understanding Your Goals
We understand all aspects of how we can help your business meet their customer experience goals.
Step 2
Building Your Systems
We build a custom dashboard for request tracking and communication and implement the necessary systems, processes and methods.
Step 3
Ongoing Optimization
We deliver weekly reports summarizing performance and highlighting any concerns that need to be addressed and do regular check-ins to assess status and forecast future needs.
Step 1
Understanding Your Goals
We understand all aspects of how we can help your business meet their customer experience goals.
Step 2
Building Your Systems
We build a custom dashboard for request tracking and communication and implement the necessary systems, processes and methods.
Step 3
Ongoing Optimization
We deliver weekly reports summarizing performance and highlighting any concerns that need to be addressed and do regular check-ins to assess status and forecast future needs.
Step 1
Understanding Your Goals
We understand all aspects of how we can help your business meet their customer experience goals.
Step 2
Building Your Systems
We build a custom dashboard for request tracking and communication and implement the necessary systems, processes and methods.
Step 3
Ongoing Optimization
We deliver weekly reports summarizing performance and highlighting any concerns that need to be addressed and do regular check-ins to assess status and forecast future needs.
What can you expect working with us?
What can you expect working with us?
What can you expect working with us?
Expertise from 15 years scaling businesses across multiple industries
Effortless implementation into existing systems
Ongoing monitoring, analysis, and evolution of solutions for maximum value
What can you expect working with us?
Expertise from 15 years scaling businesses across multiple industries
Effortless implementation into existing systems
Ongoing monitoring, analysis, and evolution of solutions for maximum value
“How do I know it will work?”
We’ve spent 15 years scaling companies across multiple, completely different industries (consumer B2C, consumer crypt/fintech, B2B/B2C crypto/fintech, B2B supply chain, and more). We use a repeatable framework that has worked across industries and sizes.
“What if I don’t feel comfortable using AI?”
While some current AI solutions can be helpful for your team, we we’ve been scaling businesses with automation for a decade before the current AI craze. We can help you automate with or without AI.
“What if need help immediately?”
The support world is plagued by the detrimental beliefs that ramping up a team takes 30, 60, or even 90 days. Our expectations are much higher. We’ve created processes to "come in hot" and make an impact on your customer experience in days, not months
“What if I don't have time to train you”
No worries. We find whatever we need; with access to your internal communication tool or knowledge base to help us answer questions that come up.
“How do I know it will work?”
We’ve spent 15 years scaling companies across multiple, completely different industries (consumer B2C, consumer crypt/fintech, B2B/B2C crypto/fintech, B2B supply chain, and more). We use a repeatable framework that has worked across industries and sizes.
“What if I don’t feel comfortable using AI?”
While some current AI solutions can be helpful for your team, we we’ve been scaling businesses with automation for a decade before the current AI craze. We can help you automate with or without AI.
“What if need help immediately?”
The support world is plagued by the detrimental beliefs that ramping up a team takes 30, 60, or even 90 days. Our expectations are much higher. We’ve created processes to "come in hot" and make an impact on your customer experience in days, not months
“What if I don't have time to train you”
No worries. We find whatever we need; with access to your internal communication tool or knowledge base to help us answer questions that come up.
Book your chat with us to get started - or send us a message
Deliver a top-tier customer experience for your expanded customer base without massive costs.
Deliver a top-tier customer experience for your expanded customer base without massive costs.
Deliver a top-tier customer experience for your expanded customer base without massive costs.
We'll implement customer support systems and processes that easily integrate into your current systems and are tailored for rapid customer base growth.
Book your chat with us to get started - or send us a message
Deliver a top-tier customer experience for your expanded customer base without massive costs.
We'll implement customer support systems and processes that easily integrate into your current systems and are tailored for rapid customer base growth.