Support operations audit · Two weeks
Find out what's actually broken before you spend real money fixing it.
Blueprint is a two week support operations audit. We score your platform, workflow, staffing, quality, and reporting, then hand you a prioritized 90 day plan and a straight answer on which build actually fixes it.
Answer 6 questions, get your rangeTwo minutes. Your range back in one business day, in writing.
Operational Scorecard
SampleFrom $3,500
Priced on your setup, not your headcount
2 weeks
Kickoff to live readout
5 areas
Scored, not described
100% credited
Against the build that follows
What is a support operations audit?
A support operations audit examines how your support function actually runs, not how the process document says it runs. It goes further than a help desk audit or a tool review, because the platform is only one of five things that decide whether your team can keep up.
Blueprint scores all five, in two weeks, and tells you which one to fix first.
Platform
How your help desk is configured versus how you believe it is. Triggers, macros, and fields, including the ones quietly fighting each other.
Workflow
How tickets route, escalate, and get handed off, including every place one stalls waiting on a person who does not know it is waiting.
Staffing
Whether your headcount matches your volume, handle time, shrinkage, and the coverage hours you actually promised customers.
Quality
Whether anyone checks the work against a standard that exists in writing, and whether that standard matches what customers complain about.
Reporting
Whether the numbers your leadership team sees can be trusted, and whether they answer the question leadership is actually asking.
Plus the systems around them
A voice platform outside your help desk, a returns app, a 3PL, billing. Every connection is a place work gets lost. This is also what sets your price.
What do you actually get?
One document, walked through live. Not a findings deck you read once.
An operational scorecard across all five areas, so you can see the gap instead of arguing about it
A straight answer on AI readiness ready, not yet, or not a fit, and what has to be true first. Included, because we are already looking at the documentation and workflows that decide it
A prioritized 90 day plan sequenced by impact and by what your team can absorb without stopping
A price against every recommendation so nothing in the plan is a surprise later
Your staffing gap, calculated from your own volume and handle time, in a form finance will accept
A live readout walked through with you, not a PDF dropped in your inbox on the last day
A methodology note so the plan holds up when someone on your leadership team asks how you got there
What does it cost, and how do I start?
Your price depends on how many systems we have to trace, not how many agents you have. A six person team running four connected tools is more work than a twenty person team on one clean Zendesk. So you answer six questions and get your range back, in writing, within one business day. The last one asks what you need to be true in 90 days, which is how we decide where the two weeks actually go.
How the price is built
Covers one help desk, one brand, no separate voice platform, and up to 2 connected systems traced.
What moves it up
Each of these means more to trace, so each one moves the price. How much depends on what you tell us, and you get the exact figure before you commit to anything.
The whole fee is credited toward the build if the first payment on it lands within 30 days of the readout. The window is short on purpose. A support operation changes fast, and a plan that sits for a quarter is a plan built on numbers that have moved. If your setup is unusual enough that this model does not fit, we say so before you pay, not after.
Then what happens
Week 0. You sign, and the access checklist goes out so nothing stalls on a login. Kickoff is about a week later.
Week 1. We go into your systems and talk to the people who work the queue.
Week 2. Live readout. You get the findings and a price against every recommendation.
After. You pick what you want to move forward with. The build starts once the first payment is in.
What happens after the audit?
Blueprint ends with a recommendation, not a retainer you already agreed to. If the right move is more staffing, different software, or an outsourcing partner, we say that. We are not a BPO selling headcount, and not a software vendor with a product to push.
Launch
There is no system yet. We build the operation from a blank slate.
Scale
The system exists and is buckling. We fix staffing, quality, and reporting.
Automate
You are ready for an AI agent. We fix the documentation first, then build it.
The AI Deflection Model
You need the number before anyone approves a bot. We size what is actually deflectable and build the ROI case. Priced in your readout.
Or you run it
The plan is yours. Plenty of teams execute it internally. That is a fine outcome.
Does this actually change anything?
Three builds that started the way yours would. Every figure below is from a real engagement, with the period it covers.
48 hrs → 2 hrs
Wait time on the top contact driver, after a rebuilt returns process, a new hiring profile, and product training for the team.
Beauty and DTC brand
$18,522
Saved in 3 months from one homepage chatbot. 5,400 contacts self-served, 720 agent hours freed, 1.5 FTE of capacity back.
DTC brand
6 weeks
To clear a holiday backlog of over 1,000 daily tickets. December 2nd to January 10th, 1,567 replies sent, 97 hours logged on the backlog.
Ecommerce brand
Results are specific to each client's engagement and data. Individual results will vary.
Built for the teams the big partners turn down
One healthcare client called Zendesk's own listed implementation partners first. More than one said the project was too small and sent them here instead. We have also run this inside a medical device operation under ISO 13485 and the FDA Quality System Regulation, where the help desk and the phone platform were separate and nobody owned the boundary between them.
WHO'S ACTUALLY DOING THIS
I'm Ty Givens. I spent 25+ years building support operations at places like See's Candies, Thrive Causemetics, and The Honey Pot Co. before founding CX Collective. I lead every Blueprint personally, backed by a team that does the hands-on delivery. That's the whole pitch.
25+ years in support operations
Common questions
How much does a support operations audit cost?
Blueprint starts at $3,500 and is priced on how many systems are in scope, not how many agents you have. A separate voice platform, extra connected systems, or more than one brand all add work, so they move the price. Answer the six questions above and your range comes back within one business day, along with what we'd need to confirm to firm it up. That last part is usually a short conversation, because pricing a scope we have not discussed would mean quoting a number that then moves.
How long does a customer support audit take?
About a week from signing to kickoff, then two weeks from kickoff to the live readout. So roughly three weeks from yes to a finished document in your hands.
How long is the fee credited toward the build?
The full $3,500 base and any modifiers come off the build, as long as the first payment on that build lands within 30 days of your readout. That window is short on purpose. Volume, staffing and tooling all move, and a plan that sits for a quarter is built on numbers that have already changed.
Can we scope this to just our help desk?
Yes. A Zendesk-scoped audit runs a week and starts at $2,500. It covers the instance properly, scored object by object against our build standard. What it cannot do is tell you whether the instance is your real constraint, because volume, reply time, reopen rate and anything happening on a channel outside the help desk all need more than a configuration read. If the shorter week turns up something pointing outside the instance, we will say so, and the fee comes off the wider engagement. Teams describing a tool usually want the shorter one. Teams describing an outcome usually do not.
Does the audit tell us whether we are ready for AI?
Yes, and that verdict is included. We are already reviewing the documentation, the contact reasons and the escalation paths that decide it, so answering ready or not ready costs you nothing extra. What is not included is the number: how much volume is actually deflectable, and what that is worth. That is a deeper piece of work, priced separately in your readout.
What is the AI Deflection Model?
A help center content audit, a deflection opportunity sizing built from a real sample of your tickets, and a cost per contact and ROI model. It answers what a bot would actually deflect and what that is worth, which is the number leadership asks for before approving anything. It runs about $5,000 and it is quoted in your readout, so you decide after you know whether you are ready, not before.
Is this the same as the free assessment?
No. The free self check is a two minute quiz you fill in yourself, and it gives you a rough score and a direction. Blueprint is two weeks of our people inside your operation. Two different things, with two different names, on purpose.
What access do you need?
Read access to your help desk, your recent volume and handle time data, and 45 minutes each with two or three people who work the queue daily. The checklist goes out the day you sign.
We already know what is broken. Do we still need this?
Sometimes not, and we will say so. Teams usually know one thing is broken and find out in week one that it was a symptom of a second thing nobody was looking at.
What if we do not buy the build?
You keep the scorecard, the 90 day plan, and the pricing against each recommendation. The plan is written to be used by whoever is holding it.
In two weeks you will know which problem you actually have.
Answer six questions and your range comes back in one business day, in writing, along with what we'd need to confirm to firm it up.
Get Your Range