Overview
The Support Automation Blueprint is a comprehensive audit of your current support setup, followed by a 90-minute strategy workshop and a 90-day action roadmap.
To make our session productive, we'll need:
Access to your support platform
Key metrics and volume data
Sample conversations
Your team's input on pain points
Budget 30–60 minutes to gather everything below.
Before Your Audit: The Checklist
1. Platform Access
Grant us temporary access to review your setup:
Platform | What We Need |
Intercom | Teammate invite (Viewer or Admin) |
Zendesk | Light Agent or Admin access |
Help center | Access to your knowledge base backend |
Analytics | Google Analytics, Mixpanel, or similar (if tracking support pages) |
Tip: Create a temporary login or invite that you can revoke after the audit. We only need access for 1–2 weeks.
2. Support Metrics
Pull these numbers for the last 3 months (or as far back as available):
Volume & channels:
Total conversations/tickets per month
Breakdown by channel (chat, email, phone, social)
Busiest days and times
Performance:
Average first response time
Average resolution time
CSAT or NPS scores (if tracked)
Resolution rate (first contact vs. multiple touches)
Team:
Number of support agents
Hours of coverage (e.g., 9–5 CET, 24/7)
Don't have clean data? That's fine — estimates or screenshots from your dashboard work. Part of the audit is identifying measurement gaps.
3. Current Automation
Document what's already automated:
Auto-replies or acknowledgment messages
Chatbots or decision trees
Canned responses / saved replies
Routing rules (by topic, language, VIP status)
Any Zapier/Make workflows connected to support
For each automation, note:
What triggers it
How well it's working (or not)
When it was last updated
4. Knowledge Base Snapshot
Help us assess your self-service content:
Total number of help articles
How articles are organized (collections/categories)
Last time content was audited or updated
Current monthly views (if tracked)
Search terms that return no results (if available)
Bonus: Flag 3–5 articles you know are outdated or underperforming.
5. Top Contact Reasons
Identify your highest-volume and most painful support topics:
Top 10 questions by volume: List the most common things customers ask about. Examples:
"Where's my order?"
"How do I reset my password?"
"Can I get a refund?"
Top 5 pain points: Which conversations frustrate your team or customers most? Examples:
Billing disputes that require manual review
Technical issues that need engineering escalation
Questions we answer repeatedly but haven't documented
How to find this: Check your ticket tags, search your inbox for common keywords, or ask your team what they're tired of answering.
6. Sample Conversations
Export or screenshot 10–15 representative conversations:
Type | Why We Need It |
3–5 easy wins | Simple questions that could be automated |
3–5 complex cases | Multi-step issues that need human judgment |
3–5 frustrating ones | Where things went wrong or took too long |
These give us real examples to reference during the workshop.
7. Team Input
The people handling support daily know where the problems are.
Ask your team:
What questions do you answer over and over?
What's missing from our knowledge base?
Which tools or processes slow you down?
If you could automate one thing, what would it be?
A quick 10-minute team survey or Slack thread works well for this.
8. Goals & Constraints
Help us understand what success looks like for you:
Goals:
Reduce ticket volume by X%?
Improve response time?
Extend coverage hours without hiring?
Improve CSAT scores?
Prepare for a busy season or launch?
Constraints:
Budget range for implementation
Timeline pressures
Compliance or security requirements
Team capacity for change management
What to Expect in the Session
With your prep work done, here's how the 90-minute workshop flows:
Time | Focus |
0–20 min | Review findings from our audit of your setup |
20–50 min | Identify top 20 automation opportunities |
50–75 min | Prioritize by impact and effort |
75–90 min | Outline your 90-day action roadmap |
You'll leave with a clear plan, not just a report.
Quick Reference Checklist
Use this to track your progress:
[ ] Platform access granted (Intercom/Zendesk/help center)
[ ] Support metrics gathered (volume, response times, CSAT)
[ ] Current automations documented
[ ] Knowledge base snapshot ready
[ ] Top 10 contact reasons listed
[ ] 10–15 sample conversations exported
[ ] Team input collected
[ ] Goals and constraints defined
Questions?
If you're unsure what to include or can't access certain data, don't worry — just bring what you can. We'll work with what's available.
Email: [email protected]
Phone: +41 79 741 86 13
See you at the workshop!