Fractional CXO.

Documentation

  • Build a support brand style guide customized to your business.

  • Build or audit internal knowledge content (onboarding, ongoing training, canned responses, etc)

  • Build or audit external knowledge content & structure (FAQs, chatbots, self-serve automation, etc)

Team Scaling

  • Audit current workload and suggest appropriate staffing needs based on current & desired tech stack.

  • Build out or audit current recruiting workflow to find top support talent or onboard appropriate BPO.

  • Write or audit job descriptions to attract top support talent.

  • Run your support recruiting program.

Infrastructure

  • Onboard or audit your support tech stack

  • Build out or audit support automation to improve efficiency, accuracy & data collection.

  • Set up sustainable Support policies, processes, and reporting for your Support team, especially for teams with limited resources.

  • Provide ongoing advice as your Support team scales and your product changes.

Voice of the Customer

  • Build out or audit support metrics reporting, including a voice of the customer program.

  • Build or audit customer journey maps and/or service blueprints.

  • Create sustainable communication processes between cross-functional teams.