Customer Experience & Support
Ads bring in new customers; experience keeps them. A bad returns process can lose, in one move, the customer your best ad brought in — and that customer tells everyone about it.
- Group
- Conversion
- First deliverable
- Experience audit
- Ongoing
- Monthly support and review reading
Who this service is for
- «Our reviews aren't good, but we don't know why.»Most bad reviews are about the process, not the product: delays, lack of communication, difficult returns.
- «Our support team answers the same question all day.»A recurring question means missing information on the site. Support load is very often a content problem.
- «The returns process wears out both us and the customer.»A returns flow can be designed; a difficult returns process is the biggest obstacle to a second order.
What's included
Reviewing every post-purchase touchpoint through the customer's eyes.
Channels, response-time targets, templates for frequent questions and handover rules.
Policy copy and flows that both reassure the customer and keep costs under control.
A review collection flow, rules for responding to negative reviews and monitoring platform reputation.
Shipping notifications, usage guides and messages that build a bridge to the second order.
FAQ, shipping and returns pages — the item that most directly reduces support load.
How we work
Real complaints
Support logs, reviews and return reasons are read. Problems aren't guessed; they're counted.
Flow and policy
Flows and content are set up for the three most common issues; the policy copy is rewritten.
Monthly reading
Complaint topics are grouped monthly; recurring ones are system problems and aren't solved one by one.
Customers don't remember a bad experience, they tell people about it. Your returns page may be your most-read piece of marketing copy.
What we measure
How long customers wait to get a reply. The single variable that most affects satisfaction.
How many orders it takes before a support ticket is opened. A decrease means the process is improving.
Not the average but the distribution: the reasons behind one-star reviews say more than the average on its own.
The real test of experience. It's won through process, not ads.
What you get
- Experience audit reportFriction points in the post-purchase journey.
- Support playbookTemplate replies, handover rules and tone guide.
- Returns and shipping pagesWritten, ready-to-publish policy and information copy.
- Monthly complaint readingGrouped topics and system recommendations.
Which tools we use
Every account is opened in your name and the licenses are yours. When we part ways, the tools and the data stay where they are.
WhatsApp Business APIFAQ systemFrequently asked questions
Are you replacing our support team?
No. The team that talks to customers stays with you — they know the product and stock best. Our job is to set up the flow, policies, content and measurement, so your team doesn't have to write the same answer fifty times.
Can you get negative reviews removed?
No, and we wouldn't recommend it either. Beyond reporting reviews that break platform rules, there's nothing to be done. The real solution is to respond openly and quickly to negative reviews — most readers judge the reply, not the review.
Can you reduce the return rate?
Some return reasons come from the process — a wrong size chart, missing images, an inaccurate description — and those can be fixed. Reducing returns caused by the product itself isn't our job; that's a product decision. We make the distinction clear in the report.
Related services
This service can be booked on its own, but it works best together with these three:
WhatsApp Business API, order notifications, win-back and loyalty programs.
ConversionCRO & Analytics
Conversion optimization, A/B testing, tracking infrastructure and decision-ready reports.
ConversionEmail & SMS
Flow setup, segmentation, campaign management: a revenue channel without ad spend.
Take it on its own, or as part of a partnership.
Customer Experience & Support can also be done as a standalone project: clear scope, clear timeline, no 12-month commitment. In a full partnership, it runs alongside the other work your brand needs, handled by the same team. We decide together on the discovery call which suits you.