Launch · Build from zero
You have customers. You don't have a support operation yet.
Launch is a from-scratch support operations build for companies with no existing support team. We build the help desk, the workflows, the documentation, the quality framework and the training your team runs on, then hand it over working.
Already have a help desk? Start with a Support Operations Audit instead →
8 to 12 weeks
Kickoff to go live
From $15,000
Fixed price, quoted after scoping
Training included
Built in, not billed as an add-on
What it costs
Two ways this gets built.
The difference isn't how many people you have. It's what you turn on at launch.
You're hiring your first support person.
One channel, usually email. One brand. You need it to work before you need it to scale.
From $15,000
- Help desk built around your real contact reasons
- Workflows, macros and routing
- Documentation your team can follow without you
- Quality framework and reporting
- Training, delivered to whoever is answering
You're building for volume you don't have yet.
Funded, growing fast, and you would rather not rebuild this in eighteen months.
From $30,000
- Everything in the first build
- A help center written as deflection content
- An AI layer designed into the operation, not added to it later
- Deflection and escalation built together
- Reporting that separates containment from abandonment
Both are fixed price, quoted after scoping. What moves the number up:
What gets built
Six things, not a vague "system."
Help desk build
Zendesk, or whatever actually fits your stack. Configured around how your team works, not switched on with defaults.
Workflows and macros
Built from your real contact reasons. We read the tickets you already have before we build anything.
Documentation
Written down, so the operation survives your first support hire leaving.
Quality framework
You know what a good ticket looks like in week one, not in month six after something goes wrong.
Reporting
Volume, response time and backlog, ready before the first board meeting asks how support is doing.
Team training
Built into the build itself. Not handed over as a slide deck on the last day.
The difference at $30,000
Building AI-first is easier than retrofitting it. You're the only buyer who gets that option.
A team adding AI to an operation that already exists is fitting it to a process designed without it. Contact reasons that don't map to the bot's intents. A help center written for people who already gave up. Escalation paths invented after the fact.
You don't have that problem yet. There's nothing to undo.
One contact taxonomy
The bot and the humans work from the same definitions, because both were written at the same time by the same people.
The help center is deflection content
Written to answer the question, not to document the policy. That difference is most of whether a bot works.
Escalation designed before go live
Every question the AI can't hold has a human path, decided in advance rather than discovered by a customer.
Containment, separated from abandonment
High containment can just mean people gave up. The reporting is built so you can tell the difference from week one.
This isn't Automate. Automate adds AI to an operation that already exists, after we've checked it deserves one. Launch builds an operation that never had a pre-AI version. See how Automate works →
How it actually runs
Five phases. Same order, every build.
Whether the engagement runs eight weeks or twelve. Skipping one is usually where a fast build turns into a rebuild a year later.
Investigate
We look at what's happening today. The tickets, the tools, whoever is answering right now.
Intent
We agree what the system needs to do, and just as importantly what it doesn't, before anything gets built.
Implementation
The platform and the workflows, built on your contact reasons rather than a template.
Instructional design
Training gets built alongside the system, so it's ready the day the system is.
Integrate
Your team runs it while we're still in the room, until it holds up without us.
Two builds we've run
Same five phases. Very different scopes.
Furtify
Funded, expecting to scale
Launched email, phone and a help center together rather than one at a time, so support was never the thing that broke when growth arrived. Full platform build, workflows, documentation, quality framework and training across three channels.
Three channels
Higher build shape
BidZoo
One support hire
A founder still answering tickets and one new person about to take it over. Help desk and workflows built so the new hire could run the queue from their first week, with documentation good enough that nobody had to interrupt the founder to ask how something worked.
Single channel
First build shape
13 consecutive 5 star Clutch reviews, across ecommerce, healthcare, nonprofit and retail. Read the case studies →
WHO'S ACTUALLY DOING THIS
I'm Ty Givens. 25 years running support operations at See's Candies, Thrive Causemetics and The Honey Pot Co. before starting CX Collective. I've built this exact operation from nothing more than once. I lead every engagement, and my team does the hands-on build. That's the whole pitch.
25 years in support operations
Start here
Tell us what you're starting from.
Six questions, about two minutes. We come back within one business day with a scope and a range.
If you're starting from nothing, answer "None yet" and "Nothing" where they apply. That's the answer we expect, and it's what tells us which build shape you're in.
Questions we get
Before you fill anything in.
What is a support operations build?
Everything a support team needs to run, built at once: the help desk, the workflows, the documentation, the quality framework, the reporting and the training. Eight to twelve weeks from kickoff to go live.
Do we need an assessment first?
No. An assessment tells you what's wrong with an operation you already have. You don't have one yet, so we scope the build directly and skip the step.
How much does it cost to build a support operation from scratch?
From $15,000 for a single channel build, and from $30,000 for one built AI-first with a help center. Both are fixed price, quoted after a scoping conversation, and neither is billed by the hour.
What if we already have a help desk?
Then this isn't your starting point. A Support Operations Audit tells you what to fix before anyone builds anything new.
Who runs it after you leave?
Your team. Training is part of the build, and we stay through go live until they can run it without anyone standing over their shoulder. If you want ongoing coverage after that, that's Operate, and it's a separate conversation.
What does AI-first actually mean?
The contact taxonomy, the help center content and the escalation paths get designed together, before anything goes live, instead of the AI being fitted to a process that was built without it. It's the one advantage a company with no support team has over a company that already has one.
Ready to scope it?
We send your scope and a range in writing, within one business day.
Scope your build