70%
of routine tickets answered without an agent
An AI agent answers the question and closes the ticket, with no human involved. Measured across the rollouts we have delivered for ANZ service teams.
Routine70%
Complex30%
Escalated8%
Customer Experience Consulting
Automate the routine.
Give your team their day back.
We are a Zendesk consultancy in Melbourne. We set up and repair Zendesk for support teams across Australia and New Zealand, then use AI to take the repeat questions off your people.
- We plan before we configure
- Zendesk Premier Partner in APAC
- 1,000+ implementations across ANZ
Who we work with
Trusted by 300+ organisations across ANZ
The record
- 1,000+Zendesk solutions delivered across ANZ
- Since 2014Supporting ANZ service teams, without a gap
- 11:1Help centre visits per ticket raised, at Timely
- PremierZendesk partner status in APAC
Where AI belongs
AI should take the work nobody misses.
Order status. Password resets. Opening hours. Answered straight away, at any hour, without hiring anyone. That is also as far as we let it go.
Where people belong
Your team gets the conversations that need a person.
The angry complaint. The account about to leave. Once the queue stops eating the day, your agents can deal with those properly.
Customer stories
Six ANZ teams, and what changed
Timely
3.75:1
→
11:1
For every ticket raised, eleven people now find the answer themselves. Three years ago it was under four.
“We are often used as the use case. The golden child of how much you can change in a small space of time.”
Lisa Kerr · Head of Global Support
Eftsure
68%
of support chats resolved by AI agents, with monthly tickets down 20%
“We saw results instantaneously.”
Sewraj Boodhooa · Head of Customer Support
68% handled by AI
14% reach a human
Linkly
“Once we worked out what we wanted, SuccessCX made our move really simple, straightforward, and easy.”
Stuart White · Senior Manager CX
Kepler Analytics
“Solutions partners who establish a relationship that forms trust and evolves into a real partnership.”
Cameron Crowell · Chief Operating Officer
Australian audio technology company
92%
Customer satisfaction held while three-day waits became same-day answers
“A year ago we were juggling 800 tickets daily with three-day waits. Now we answer 90% of customers the same day.”
Global Head of CX
Retail Zoo
“Four brands, opening stores faster than the support setup could keep up with. Now one system behind all of them.”
Boost Juice · Betty’s Burgers · Salsas · CIBO Espresso
By industry
Service works differently
in every industry.
We work with SMB, commercial and enterprise teams in five industries. Each one has its own busy periods and its own rules, so we set up service around how that industry works.
Appointment changes and clinical questions land in the same inbox. Routine requests are answered automatically, and anything sensitive goes straight to the right person at the practice.
- Patient bookings
- Privacy-aware routing
Customers expect a fast answer, and regulators expect a record of it. AI handles the routine questions. Anything that touches money or identity stays with a person.
- Audit-ready records
- AI with human handover
Most of your customers would rather fix it themselves. We build help centres and in-app help that answer the question before anyone raises a ticket.
- Self-service help centres
- In-product help
- Tiered escalation
Demand jumps with every big release and school holiday. We set up booking and refund flows that cope with the peak, so you don’t have to hire for it.
- Bookings and refunds
- Multi-venue support
Online orders, click-and-collect and in-store questions end up in one queue. Order updates go out automatically, so your team has time for the customers who need a person.
- Order tracking
- Returns and exchanges
Not on the list? The readiness session works the same way whatever you sell, so start there.
Where to start
Most teams arrive in one
of three places.
The work is different in each one, so the first conversation is too.
Pick the one that sounds like your team. If none of them fit, start with the readiness session.
You are moving to Zendesk
A first build, or a migration off Freshdesk, Intercom or Salesforce. The platform is the easy part. What takes the time is agreeing how your service should run before anyone configures a trigger.
Zendesk implementationWhat we do first
- Map how your service runs today, and where it breaks
- Move your history, macros and users without losing context
- Build it so your own team can run it without us
Your Zendesk has drifted
Years of macros, triggers and views have piled up. Reporting nobody quite trusts, automations nobody remembers writing, and no one left who owns the setup. It still works, but nobody wants to touch it.
Put it back in orderWhat we do first
- Audit every trigger, macro and view, and find what still earns its place
- Rebuild routing and reporting your team can trust again
- Document it, so the next change does not wait on one person
You are ready to add AI
The setup is sound and the volume is there. You want the repeat questions answered without putting your brand in front of a bot that guesses, and without finding out the hard way which ones it got wrong.
Zendesk AI AgentsWhat we do first
- Work out which questions are safe to automate, and which are not
- Deploy Zendesk AI Agents on the safe ones and measure what they close
- Keep a human path open for anything the agent should not answer
What makes us different
Any partner can
configure Zendesk.
Fewer will tell you what not
to automate.
Before we build anything we sit with your team and work out which questions AI should answer, and which ones it should never touch. Those answers become the roadmap.
The team that runs these sessions, Melbourne
What we ask first
01
Who are your customers, and what are they trying to get done?
02
Where does service friction slow them down?
03
What should AI answer, and what should never leave your team?
04
Where is repeat work dragging down service and morale?
Why SuccessCX
Most partners sell you
the configuration.
Plenty of firms will build whatever you ask for in Zendesk. We start by working out what the build should be, and we'll talk you out of the parts that won't pay.
A typical implementation partner SuccessCX
Where it starts A configuration workshop, then straight into the build. Discovery first: journeys, volumes and risk. We don't build until that's done.
On automation Automate whatever the platform is capable of automating. We tell you what not to automate, and why. That answer becomes the roadmap.
What gets measured Delivery against the statement of work. Your service outcomes, benchmarked against the ANZ market.
After go-live Handover, then a support queue. Regular reviews with the same team that built it.
The bench Certified on the product. 1,000+ ANZ implementations since 2014. Zendesk Premier Partner in APAC.
The answer you get “Yes, we can build that.” “Here is what will pay, and here is what will not.”
Our methodology
The SuccessCX Method.
Three phases, in order, and we do not build until the first is done.
Discover
AI Readiness Session
We review your setup, map customer journeys, benchmark you against the ANZ market, and find where automation pays and where it would cost you.
What you get
A benchmarked picture of where you stand.
Design
Transformation roadmap
We build the strategy around your data, your team, your customers and your risk profile, phased so the first improvements land early.
What you get
A phased roadmap with the quick wins first.
Deploy and optimise
Ongoing partnership
We build alongside your team, quickly on the low-risk work and slowly on anything that touches a customer.
What you get
Regular reviews, and a team that does not leave.
Who we help
The three roles that feel it first.
01
CX leaders and support managers
Volumes rise, expectations rise, headcount does not.
- Agents spend the day on repeat questions
- High-value customers wait behind simple ones
- Coaching is the first thing dropped
02
IT and operations leaders
You did not choose the platform, but you will own it at 2am.
- Every change waits for the one person who knows
- Security reviewed after go-live, not before
- Integrations built once and never documented
03
Executive and business leaders
You get asked what AI is doing for the business, and the answer is thin.
- What service costs per customer is hard to see
- AI pilots that never reached production
- No benchmark for how you compare across ANZ
What we do
Everything we do
Zendesk Services
Strategy
Everyone agrees what good service looks like before a single trigger is built.
Best practices
Tickets reach the right person first time, and your reporting finally matches what is happening.
Implementation
Live on Zendesk without the six-month drift, planned around how your service runs.
AI and self-service
Customers answer their own routine questions, so fewer of them become tickets.
Consulting Services
AI agents
Routine requests closed without an agent, while your team keeps the conversations that need a person.
Contact centres
More customers sorted on first contact, with voice, digital and agent workflows in one place.
Customer journey
You find out where friction costs you most, and fix those points first.
HubSpot Sales Hub
Sales and service stop asking the customer to repeat themselves.
The people
You meet the people
who do the work.
The same people who run the readiness session build the thing and stay for the reviews. No handover to a delivery pool you have never met.
- Paul Bichsel Founder and CEO Focused on the human elements of customer experience, and on saying the unpopular thing early. LinkedIn
- Alver Tuazon Director of Operations Two decades in senior CX leadership, running customer operations. LinkedIn
- Hamish Lang Service Delivery Manager Keeps projects moving and makes sure clients get what they paid for from Zendesk. LinkedIn
- Ash Williamson CX Solutions Specialist Turns ideas into working service design that people find easy to use. LinkedIn
- Annalise Wright Project Coordinator Keeps every project on track and every person clear on what happens next. LinkedIn
Start here
Find out where you stand
before you commit to anything.
The CX Health Check scores you on five pillars: platform, data, knowledge, operations and people. It takes five minutes, and you keep the report whether or not you ever talk to us.
- 01 Take the 5‑minute assessment Short questions about your platform, your data, your knowledge base, how service runs and who runs it.
- 02 Get your score A readiness score across the five pillars, so you can see which one is holding you back.
- 03 Receive your report A written read-out you can download and take to your leadership team: what to fix first, and what to leave alone.
- 04 Book the session Bring the report to a free AI Readiness Session and we build the roadmap around what it found.
Start the CX Health Check Free. No sales call required to get your score.
Ready when you are
Find out what your queue
is costing you.
The readiness session is free.
If AI isn't the answer for a queue, we'll say so.
What happens in the session
01
We go through your current setup and find where the volume goes.
02
We map your customer journeys and benchmark you against the ANZ market.
03
You get a clear view of where automation pays, and where it would cost you.
Zendesk consulting, explained
What a Zendesk consultant does for your service team
A Zendesk consultant plans how your support operation should run and then builds it in Zendesk: routing, macros, help centre, integrations, reporting and AI agents. SuccessCX is a Zendesk consultancy in Melbourne and a Zendesk Premier Partner in APAC. We work with service teams across Australia and New Zealand on first builds, on setups that have drifted, and on adding AI to a platform that is already sound.
What do Zendesk consulting services include?
Zendesk consulting covers the decisions and the build work around the platform. Most teams know roughly what Zendesk can do. The consultant's job is to work out what yours should do, then configure it so your team can run it day to day. A typical scope draws from this list:
- Ticket routing, triggers, macros, views and SLAs
- Help centre structure, content and theme
- Integrations with tools you already use, such as Jira, Aircall, Shopify or Salesforce
- Dashboards your managers will believe
- Zendesk AI Agents for the questions that are safe to automate
- Training for agents and admins
Few teams need all of it at once. Most start where the pain is worst and add the rest later. If you are starting from scratch or moving platforms, Zendesk implementation is the place to begin.
How to choose a CX agency in Melbourne
Search for a CX agency in Melbourne and you get design studios, research firms, contact centre outsourcers and platform consultancies, all under one label. If the problem lives in your support queue, you want a partner that can set the strategy and also build it in the tools your agents open every morning. Some questions that separate the two kinds of firm:
- Do they configure your platform themselves, or hand you a report and leave the build to someone else?
- Can they show named client results, in the client's own words?
- How do they decide what to automate and what stays with a person?
- Can they work across time zones if your team does?
SuccessCX works from 3 Albert Coates Ln, Melbourne, and supports teams in both Australia and New Zealand. You can read more about the people and its history on our About us page.
Customer experience solutions beyond the ticketing platform
Very few service operations run on a single product. Phones, chat, asset records, performance dashboards and sales data tend to live in separate systems, and the gaps between them are where customers end up repeating themselves. Alongside Zendesk Suite, SuccessCX works with Aircall, AssetSonar, Mavenoid, Plecto, Sparkly, SweetHawk and HubSpot Sales Hub, and connects them so the customer's history goes wherever the conversation does.
Linkly shows what that looks like at scale. The payments company brought seven support and IT teams onto one Zendesk platform, with voice, Jira, Aircall, SweetHawk, SendSafely and EasySign running inside it. The full Linkly story covers how the move was planned and what changed for their merchants.
Frequently asked questions
How much do Zendesk consulting services cost?
It depends on scope. Fixing routing or reporting in an existing instance is a much smaller job than a multi-brand migration with integrations and AI agents. The main cost drivers are the number of brands and channels, how much ticket history needs to move, which systems connect to Zendesk, and how much training your team needs. We scope the work with you before quoting, so you know what you are paying for.
How long does a Zendesk implementation take?
That depends on what you are moving from and how many teams are involved. A single-brand build with email and a help centre is far shorter than a migration carrying years of history, voice, integrations and several brands. Agreeing how service should run often takes longer than the configuration itself, which is why we settle that first and plan the build around it.
Can you work with our existing Zendesk setup?
Yes. A lot of our work is on Zendesk instances that have been running for years. We review what is there, keep what still works and rebuild what does not, so your team keeps its history. One Australian audio technology company had used Zendesk for years before we helped it move to newer functionality, including AI chat and a rewritten help centre.
Do you only work with companies in Melbourne?
No. Our office is in Melbourne, but our clients are spread across Australia and New Zealand. Timely is based in Dunedin, Eftsure in Sydney and Chef Works in Alexandria, NSW. Some clients run support across several countries, and we have set up routing that hands tickets between Australian, US and UK teams so a reply sent late in the Australian day goes to the next available agent in the UK.
What is the difference between a CX agency and a Zendesk consultancy?
A CX agency usually works on research, strategy and journey design. A Zendesk consultancy builds and runs the service platform. SuccessCX does both: we map customer journeys and agree the strategy first, then configure Zendesk, connect your other systems and add AI where it is safe. By design, the people who plan the work also build it and support it after launch, so nothing gets lost in a handover.
Where should we start if we are not sure what we need?
Start with the free CX Health Check. It takes five minutes, scores you across platform, data, knowledge, operations and people, and you keep the report. If you already run Zendesk and want to know where AI fits, book a free AI Readiness Session, where we review your setup and benchmark it against the ANZ market.