Is your helpdesk helping? We’ll find what’s in the way.
Our CX technology consulting audits the tools you have, automates the busywork and, when it’s time, picks and implements software that fits what your team actually needs. We don’t resell any of it.
When the tools start working against you
Most teams call us when one of these starts costing real time or money. Sometimes the fix is automation, sometimes it’s new software, and sometimes it’s neither.
Agents work with six tabs open.
The helpdesk, the order system, the CRM and a spreadsheet, none of them talking to each other. Every contact takes longer than it should, and customers end up repeating themselves.
Nobody trusts the reporting.
Tags mean different things to different agents, the dashboards disagree, and every monthly review starts with an argument about the numbers instead of a decision.
Busywork eats the day.
Triage by hand, copy-paste between systems, follow-ups that depend on someone remembering. Hours a week that should be automatic.
The renewal is coming up.
The contract renews in three months, and nobody can say whether the tool is worth what it costs, what you’re paying twice for, or what switching would actually take.
Everyone’s asking about AI.
Leadership has seen the demos. The real question is whether your data and knowledge base can support it yet, and which vendor’s promise holds up once it’s live.
What our CX technology consulting covers
Stack audit
Every tool you pay for, what it costs, who actually uses it, and where tools overlap or don’t talk to each other.
Helpdesk and software selection
Helpdesk, contact center, chat, survey and QA tools chosen for what you need: Zendesk, Freshdesk, Intercom, Gorgias, Salesforce and the rest.
Implementation and migration
Setup, data migration and cutover for the tool you choose, planned so the queue never stops.
Automation
Triggers, workflows and routing that take manual triage and copy-paste off your agents.
CX integrations and data
Helpdesk, CRM, order system and billing connected, so everyone sees the same customer.
AI agents and chatbots
AI agents, chatbots and agent assist, scoped to the contacts they can resolve, with a clean handover to a person.
Automation and AI: take the busywork off your agents
We connect the helpdesk to your order system, CRM and billing, then build the triggers, workflows and routing on top, and ship them live rather than hand you a plan. Manual triage and copy-paste come off your agents first.
AI comes in last, piloted on one queue once the data is connected, the knowledge is current and there’s a clean handover to a person.
“Where’s my refund?”
I sent my order back five weeks ago and still haven’t been refunded.
Your return arrived on the 3rd. Late refunds need one approval, and I’ve flagged yours.
Audit and selection: keep what works, replace what doesn’t
We start with every tool you pay for and give each one a verdict: keep, fix, consolidate or replace. You see the overlaps you’re paying for twice and what cutting them would save.
When something does need replacing, we run the search on your side of the table: Zendesk, Freshdesk, Intercom, Gorgias, Salesforce Service Cloud or whatever fits. Requirements come first, demos follow your script, and every quote is priced on the same basis. Then we run the migration, so the decision and the cutover sit with the same people.
Five tools, one verdict each
How an engagement runs
Scoped to the problem, from one workflow to the whole stack. You can stop after the first call.
Discovery call
Fifteen minutes on what you run today and where it gets in the way.
Under the hood
Admin access to your tools, a sample of ticket data, and time with the agents who use them.
A plan
What to automate, fix or replace, in order, with the cost and payoff of each.
Build
Automations shipped live, or the new tool selected, configured and migrated.
Rollout
Cutover in stages, agents trained, and nothing switched off until the numbers hold.
Not sure where your stack stands?
The free CX maturity assessment scores technology and data alongside five other areas, and hands back a 90-day plan. Five minutes, no email.
Free advice while you think it over
All articlesSelf-service, done right
Knowledge bases and IVR that actually resolve things, and the setup mistakes that turn them into a barrier.
Zendesk alternatives
Seven helpdesks compared by use case, with the trade-offs the pricing pages leave out.
Omnichannel, done properly
Why the data layer, not the channel count, decides whether customers repeat themselves.
Tell us what’s slowing your team down.
Fifteen minutes, no demo. Bring your stack, your renewal date and the thing your agents complain about most, and you’ll leave knowing whether to fix it, consolidate it or replace it.
Book a free 15-min call Rather write? hello@rethinkcx.com