Our Services
Customer Experience Solutions provides a wide variety of services focused on customer support, and connecting your business operations to the evolving customer landscape.
Self-Service Content ROI Modeling Service
According to Harvard Business Review, 81% of customers prefer to resolve their issues on their own before speaking with an agent. However, at most companies, self-service and digital resources continue to be underfunded. One of the primary reasons for this is that because support leaders have not tied their support operations to business results and cost savings.
This consulting engagement focuses on building a data-driven ROI model to measure and optimize the business impact of a company’s self-service content strategy. The service begins with a comprehensive audit of existing content assets, user engagement metrics, and support channel data (chat, voice, tickets). From there, I construct a customized model that quantifies deflection rates, cost savings per interaction, and revenue protection tied to content utilization.
The model incorporates key variables such as content effectiveness, search behavior, customer intent, and channel shift to reveal actionable insights and identify high-value content opportunities. I also provide executive dashboards and reporting frameworks that allow ongoing tracking of ROI and alignment with broader CX and digital transformation goals. This service equips organizations with a clear understanding of how self-service content contributes to operational efficiency, customer satisfaction, and long-term cost reduction.
Video Support Strategy: Design and Implementation
Zendesk's global customer trust study found that 42% of customers worldwide would cease purchasing from a company with poor customer service. And, 81% of customers prefer to resolve their issues on their own before speaking with an agent. With over fifteen years of building and managing corporate video channels, I’ve built a wealth of processes and strategies to close those gaps, and drive value for both the company and customers.
This consulting service helps organizations design and implement a comprehensive video support strategy that enhances customer experience, reduces support costs, and improves digital engagement. The engagement begins with a strategic assessment of existing support channels, user behavior, and content gaps to determine where video can have the highest impact: whether for onboarding, troubleshooting, product education, or deflection of common support inquiries.
I then develop a tailored video content framework aligned to key customer journeys and support workflows, including, production planning, platform selection, and performance measurement. The service also includes establishing success metrics such as view rates, deflection impact, CSAT improvement, and channel containment. This strategy empowers companies to deliver scalable, engaging support content that meets customers where they are and drives measurable business value.
Customer Support Process Mapping
According to Forrester’s 2025 Global Customer Experience index, 25% of brands’ CX rankings declined. This consulting service focuses on mapping end-to-end customer support processes with a strategic emphasis on how digital channels and self-service options can reduce friction, improve efficiency, and lower support costs. I begin by documenting the current-state support journey across all touchpoints: voice, chat, email, social, and digital. Identifying where customers are most likely to experience delays, channel switching, or escalations.
Special attention is given to evaluating how self-service content, knowledge bases, chatbots, and online account tools are currently utilized, and where they could be more effectively embedded into the customer journey. Using process visualization and customer journey mapping techniques, I highlight gaps in digital adoption, automation opportunities, and content alignment to customer intent.
The final deliverable includes a strategic view of how your digital self-service options align to your top contact drivers, and where you are can focus to reduce call-center traffic. This service equips organizations with a clear path to modernizing their support operations by putting scalable, digital-first strategies at the core.
