CX · Platform Optimisation
Your customers feel every workaround your agents make
Support platform live but CSAT flat? Most support platforms underdeliver because they were set up for tickets, not for customers. We reconfigure yours around both.
Sound familiar?
You don’t need a new platform to fix the experience. You need the one you have working for your agents, not against them.
CSAT hasn’t moved since go-live.
The platform launched, the metrics didn’t. Response times and satisfaction look the same as the old tool.
Agents drowning in misrouted tickets.
Everything lands in one queue, and your best people spend their day triaging instead of resolving.
Macros and automations nobody maintains.
Built in week one, outdated by month three. Agents work around them, customers get the canned reply that misses.
What you walk away with
A view of where customers actually wait.
The bottlenecks mapped across your queues and channels, so you fix the delays customers feel, not the ones that are easiest to see.
Routing that gets tickets to the right agent first time.
Skills, channels and priorities configured properly, so resolution starts at hello instead of after unnecessary handoffs.
Automations agents actually use.
Macros, canned responses and workflows rebuilt with your team, so the shortcuts help instead of embarrass.
CSAT you can explain.
Clean categories and honest measurement, so you know which changes moved the score and which didn’t.
How the optimisation runs
Find where the experience breaks
We trace real tickets through your queues, channels and handoffs. Where customers wait is where the work is.
Fix routing and structure
Queues, skills, priorities and SLAs rebuilt around how customers actually contact you, not how the tool was demoed.
Rebuild automations with your agents
Macros and workflows written with the people who use them daily, so they get used instead of bypassed.
Repair the measurement
Categories, tags and CSAT flows cleaned up, so the numbers describe reality and improvements show up when they happen.
Measure what changed
We review ticket and satisfaction data after the changes settle and tune what needs tuning. The goal isn’t a tidier configuration. It’s customers noticing the difference.
See how National Pharmacies accelerates service delivery with KlickFlow
65+
healthcare locations supported
6 wks
to a clean, confident launch
0
added headcount to run it
Questions we get asked
We’re not on a Freshworks platform. Does that matter?
No. Optimisation is about how your platform is configured against how your team works, and that applies whatever you run. If your platform genuinely can’t do what you need, we’ll tell you that too.
Will customers notice the changes?
Only the good ones. Optimisation happens behind the scenes, faster routing, better responses, cleaner follow-up. There’s no customer-facing disruption while it happens.
How long does optimisation take?
It depends on what the diagnostic finds, a routing fix is a different job to a full queue rebuild. Engagements are fixed-scope either way, so you’ll know the timeframe and cost before anything starts.
Our agents are sceptical, they’ve been burned by “improvements” before. How do you handle that?
By building with them, not around them. Agents help rebuild the macros and workflows they’ll use, which is also why the changes stick after we leave.
What if the platform genuinely is the wrong fit?
Then we’ll tell you, with the evidence. If a move makes more sense than a fix, that conversation happens before you spend anything on optimisation.
Find out why your agents still work around it
Thirty minutes with a senior consultant. You’ll leave knowing whether the problem is the platform or the setup, and what to fix first.
30 minutes. No pitch. No commitment.