Customer Experience Consulting
Find where the friction starts.
Fix it there.
A slow reply is usually the end of a longer chain. We find the step that breaks, often well before anyone writes in.
- Journey first, then the tools
- Zendesk Premier Partner in APAC
- 1,000+ Zendesk solutions across ANZ
Who we work with
Trusted by 300+ organisations across ANZ
The record
- 11:1Help centre visits per ticket raised, at Timely
- PremierZendesk Premier Partner in APAC
- 75%Fewer daily tickets at an Australian audio tech company
- Since 2014Supporting ANZ service teams
Customer stories
Six teams, and where their friction started
Timely
30%
fewer tickets and half the phone calls, once support was rebuilt around self-service
“All of these new Zendesk features helped us to calm the operational environment down and start to actually look at quality work rather than fighting fires.”
Lisa Kerr · Head of Global Support
Linkly
98%
faster merchant intake, from weeks to seconds.
“They don’t just set it up and walk away. They keep showing us what’s coming next. That’s the real value.”
Stuart White · Senior Manager CX
Australian audio technology company
90%
of customers get a same-day reply. Waits used to run three days or more.
“If a customer replies at 5 PM in Australia, the next available agent in the UK picks it up instantly.”
Global Head of CX
Chef Works
Workshops first, to see where customers got stuck. Then service and sales moved onto one CRM.
“All in all, I could not be happier with the switch…”
Steph · Chef Works team
Kepler Analytics
We mapped how an enquiry should travel, then built one ticketing system around it as Kepler expanded into the UK and USA.
“Solutions partners who establish a relationship that forms trust and evolves into a real partnership.”
Cameron Crowell · Chief Operating Officer
Retail Zoo
Store issues go straight to whoever can fix them. Four brands, one service standard.
Where to start
Friction usually shows up
in one of three places.
The symptom rarely shows the cause, so we start there and work backwards.
The same questions keep coming back
Agents answer them well. The cause sits earlier: a confusing policy, an unclear order page, a missing help article.
How Timely cut tickets by 30%What we do first
- Trace each top contact reason to its cause
- Split support’s fixes from everyone else’s
- Write the help centre answers people can’t find
Customers fall between your teams
Sales promises one thing, onboarding does another, and support hears last. Nobody owns the gap, and that’s where customers wait.
How Linkly took intake from weeks to secondsWhat we do first
- Map the journey across every team
- Give each handoff a named owner
- Route work straight to whoever can close it
The scores look fine. Something’s off.
Surveys only hear from customers who stayed to answer. Effort is harder to see: a second contact, a jump from chat to phone, a long wait.
Take the CX Health CheckWhat we do first
- Find the moments that decide who stays
- Measure repeat contact and effort next to CSAT
- Build reports your leaders will open
Who we help
Three roles, one problem:
the journey behind the ticket.
01
CX leaders and support managers
You see the queue, not the steps that filled it.
- Repeat contacts that support can’t fix alone
- Effort you feel daily but never measure
02
IT and operations leaders
The business buys the tools. You connect them.
- Platforms chosen before the problem was clear
- Hand-offs between systems nobody documented
03
Founders and business leaders
You’re told service is fine, but not what it costs.
- Scores that don’t explain who leaves
- Fixes picked by whoever asks loudest
What makes us different
Anyone can draw
a journey map.
The work is deciding
what to fix first.
We start with four questions, asked of the people who do the work.
Our team in Melbourne
What we ask first
01
What are customers trying to get done?
02
Where does effort build before a ticket exists?
03
Who owns each handoff?
04
How will you know it got better?
Why SuccessCX
Most consultancies hand you
a deck and leave.
The difference shows up after the workshop.
Our methodology
The SuccessCX Method.
Three phases.
We map before we build.
Discover
Journey and friction review
It starts with a strategy call. Then we walk each journey with the teams who run it.
What you get
Your journeys mapped, with the friction marked.
Design
CX improvement roadmap
We put the fixes in order and set a target for each.
What you get
A plan your team can act on this quarter.
Deploy and optimise
Embed and measure
We make the changes with your team, in Zendesk and around it, then check the gains hold.
What you get
Regular reviews against the measures you agreed.
The people
The people who map the journey
stay to fix it.
There’s no handover to a delivery team you’ve never met, and no separate support desk after launch.
- Paul Bichsel Founder and CEO Focused on the human side of CX, and on saying the unpopular thing early. LinkedIn
- Alver Tuazon Director of Operations Two decades running and rebuilding customer operations teams. LinkedIn
- Hamish Lang Service Delivery Manager Keeps projects moving and makes sure the Zendesk work pays off. LinkedIn
- Ash Williamson CX Solutions Specialist Turns ideas into working service design, with people at the centre. LinkedIn
- Annalise Wright Project Coordinator Makes sure everyone knows what happens next. LinkedIn
Start here
See where your friction is
before you book anything.
The CX Health Check scores platform, data, knowledge, operations and people. It takes five minutes. The report stays with you.
- 01 Tell us how support runs Short questions about your setup today.
- 02 See which pillar holds you back Each pillar is scored, so you know where to dig first.
- 03 Bring the report to a call Book a strategy call and we’ll start with your lowest-scoring pillar.
Ready when you are
Find out where your
customers get stuck.
The first session is free.
If the fix sits outside Zendesk, we’ll say so.
In the first session
01
We look at where your contacts come from.
02
We map the journeys behind your top contact reasons.
03
You leave knowing where to start.
CX consulting, explained
What customer experience consulting covers
Customer experience consulting is outside help to work out where customers lose time or patience with your business, decide which problems to fix first, and change the processes and systems behind them. SuccessCX is a Melbourne-based Zendesk Premier Partner in APAC. Our CX consulting starts with your contact data and the people who handle it, and the consultants who plan the fixes also help build them.
How to choose a customer experience consultant
Start with what you'll have at the end. Some firms deliver a report, and others stay to change how your systems and teams work. When you compare customer experience consulting services, ask each firm:
- Do they start from your ticket and survey data, or from a template?
- Who does the work after the roadmap is signed off, and is it the same people?
- Do they know the platform your service team runs on well enough to change it?
- Can they show results from organisations your size, in your sector?
Sewraj Boodhooa, Head of Customer Support at Eftsure, put it this way: "From day one, SuccessCX has taken the time to really listen to what we want to achieve and then build the way through that to get us where we want to be, every single time." You can read more client accounts in our customer stories.
CX consulting for SaaS companies
Software businesses have a particular problem. Support hears about bugs, confusing screens and broken onboarding long before product teams do, but that signal often stays stuck in the ticket queue. For a SaaS company, customer experience consulting usually starts by tagging contacts so product teams can see which features generate questions.
Onboarding gets close attention too, because the first months often shape whether a B2B account renews. From there the work moves to in-app help and a help centre that answers the question at the point where the customer is stuck.
Timely, a booking and payments platform in Dunedin, went through this shift. As Paul Bichsel, our Founder and CEO, said of the work: "Support is no longer just reactive. It's a strategic part of how we improve the product." The Timely case study covers what changed.
How customer experience consulting supports loyalty and engagement
Loyalty programs and engagement campaigns work best on top of a service experience people don't resent. If a customer has to contact you twice about the same order, a points offer won't do much to keep them.
That's why loyalty and customer experience consulting looks at effort before it looks at rewards. The useful measures are often the unglamorous ones:
- how many customers come back about the same issue within a week
- how often a chat turns into a phone call
- which contact reasons show up before an account cancels
Customer engagement work then has something real to build on. Proactive messages, renewal check-ins and help content can target the moments that decide who stays. Our guide to customer retention management goes deeper on the metrics.
Frequently asked questions
How long does a customer experience consulting engagement take?
It depends on how many journeys and teams are in scope, how clean your contact data is, and whether the fixes need platform changes. A review of one journey moves faster than a program across sales, onboarding and support. We set the scope after the first session, once we've seen where your contacts come from, so the timeline reflects your situation rather than a standard package.
How much does CX consulting cost?
Cost follows scope, so we don't quote a figure before we've looked at your setup. The biggest factors are how many journeys and teams are involved, and how much build work sits behind the recommendations. The first strategy call is free, and it gives you enough detail to judge whether a larger engagement is worth it.
How much time does our team need to put in?
Most of the effort comes early. We'll need exports of your ticket and survey data, time with frontline agents and team leads, and a sponsor who can make decisions across teams. Once the roadmap is agreed, your people review and test changes while we do most of the build work alongside them.
Do we need to be on Zendesk to work with SuccessCX?
No. Journey and ownership work starts with how customers move through your business, whatever tools you use. Our depth is in Zendesk and the products that connect to it, so most of the fixes we build land there. Where a fix belongs in another system, such as your CRM or phone platform, we plan it there and work with the setup you already have.
What is the difference between CX consulting and CX strategy?
CX strategy sets direction: which customers matter most, what service level you're aiming for, and where to invest. CX consulting works at the level of specific journeys, finding where friction starts and fixing it. Some organisations need both, starting with CX strategy and then moving to consulting on the journeys that matter most.
What happens after the recommendations are delivered?
The same consultants stay on, by design. The people who map your journeys help build the fixes in Zendesk and around it, then support them after launch. That continuity means nobody has to re-learn your context, and accountability for the result stays with the people who made the recommendation. From there, we track each fix against the target set for it in the roadmap.