CX · Platform Selection
Choose the platform your customers will feel
Every support platform demos beautifully. We help ANZ mid-market teams pick the one that holds up where it counts: real customers, real channels, real volume.
Sound familiar?
You don’t have to choose Freshworks just because we’re a Freshworks partner.
Your first proper support platform.
The shared inbox got you here. But customers are repeating themselves, things slip through, and “who’s got this one?” is a daily question.
The renewal forced the question.
The per-agent price keeps climbing, and before you sign for another term, someone sensibly asked: is this still the right tool?
Every vendor says they do everything.
Omnichannel, AI, automation, analytics. The feature lists are identical. What your customers will actually experience on each platform isn’t.
What you walk away with
A requirements baseline built from your customer journey.
How your customers actually contact you, mapped and prioritised, so the comparison starts from their experience, not the vendors’ feature grids.
A shortlist that fits your team and your volume.
Platforms matched to your channels, your agent count and your budget, at the price you’ll actually pay, not the one on the pricing page.
A comparison you can hand to the exec.
Side by side, scored against your criteria, with licensing, implementation and ongoing cost considered alongside capability.
A recommendation with reasons, in writing.
Our call, and why. A decision that still looks right at the first renewal, not just at go-live.
How the selection runs
Map how your customers actually reach you
Channels, volumes, peak periods and the requests that make up your real workload. Not the version in the org chart, the version in the inbox.
Define what the platform needs to do
Requirements prioritised into must, should and later, from routing to reporting. This document does more to prevent a bad decision than any demo.
Compare the right-fit options
The platforms that genuinely match your requirements and scale, scored against your criteria, priced at your actual seat count and channel mix.
Validate with your scenarios
Trials built around your hardest tickets and busiest days, not the vendor’s happy path. Your agents drive, we navigate.
Make the decision
A written recommendation with reasons and trade-offs. You decide, with everything on the table.
Why teams trust us
Advice worth taking comes from people who’ve run the platforms
We’ve implemented, migrated and repaired support platforms across ANZ mid-market operations, including National Pharmacies’ 65+ location support rollout. That experience informs how we assess platforms: we know how they behave under real customer volume, where agent adoption struggles, and what a demo won’t show you.
Questions we get asked
You’re a Freshworks partner. Won’t you just recommend Freshworks?
Only if it fits, and we show our working either way. The recommendation comes with written reasons and trade-offs against your requirements. If another platform serves you better, that’s what we’ll recommend. The goal is a decision that works for your customers, not a licence sale.
We’ve never had a proper support platform. Is this overkill for a first purchase?
The opposite. First platforms set habits that last years, and the wrong one teaches your team workarounds from day one. Getting the first decision right is cheaper than fixing it at the second.
How do you compare platforms when they all claim to be omnichannel?
We don’t score the word “omnichannel”. We test the actual customer journeys: what happens when someone moves from email to chat, how context follows them, what agents see of the conversation, and what happens when the issue needs escalation.
How long does a selection take?
Typically weeks, driven by how quickly requirements land and how many stakeholders need to align. Fixed-scope, so you’ll know the timeframe and cost before we start.
Do you handle the implementation too?
We can, and most clients continue with us. But the selection stands alone: the recommendation is yours to take to any implementer, including the vendor.
Before you sign another contract, thirty minutes
One call with a senior consultant. You’ll leave knowing what to nail down before any vendor conversation, whether you work with us or not.
30 minutes. No pitch. No commitment.