What is the Scale program by CX Collective?

At CX Collective, we help growing companies, or "scale-ups," enhance their customer service as they expand.

1. Assesses Your Current Practices

We start by looking at your current customer service methods and understanding why past attempts may not have worked. We want to know what's already been tried and what can be improved.

2. Deep Examination of Policies and Brand Identity

Next, we take a close look at your existing policies, your brand identity, and what your customers expect from you. We also analyze how you communicate with customers without words—like the tone and style of your emails or messages—and spot areas that need improvement.

3. Creating a Roadmap

With this assessment, we create a detailed plan to help you move from where you are now to where you want to be. This roadmap helps bridge the gap and ensures your customer service grows effectively with your company.

4. Comprehensive Plan Execution

We offer a comprehensive plan that you can either follow on your own or with our help. The plan isn't tied to a strict timeline but we do provide an estimate of how many hours it will take. If you choose to work with us, all you'll need to do is give approvals—we handle everything else. If you have a capable team, we can act as project managers to ensure everything goes smoothly.

• Customer Journey Adjustment: We fine-tune every step of the customer's interaction with your company to make it smoother and more enjoyable.

• Evaluation of Customer Service Policies, Processes, and Workflows: We review and improve your customer service rules and workflows to make them more efficient.

• Develop Self-Service Strategy: We help you set up systems so customers can find answers on their own, reducing the load on your support team.

• Help Desk Migration, Revision, and Training: We assist in upgrading or moving your help desk and train your staff to use it effectively.

• Standard Operating Procedures and Internal Knowledge Base Setup: We create easy-to-follow procedures and set up a knowledge base for your team.

• Onboarding Training for New Hires (Add-On): We offer additional training to help new employees get up to speed quickly.

• KPI and Metric Definition for Data-Driven Decision Making: We help you define key performance indicators (KPIs) and metrics to make decisions based on data.

In short, we are here to help your customer service grow alongside your company, ensuring you provide the best possible experience for your customers.

Interested in learning more about the Scale program? Visit www.cxcollective.com.scale