Support Optimization
Reduce manual effort, lower ticket volume, and deliver better customer experiences through strategic support ops design.
As SaaS companies grow, support systems often become a bottleneck—overloaded agents, inconsistent tagging, slow resolution times, and a backlog of untriaged tickets. Without a solid support ops foundation, it becomes increasingly difficult to scale while maintaining quality and customer satisfaction.
Our support optimization service is designed to eliminate friction, improve efficiency, and ensure your team is equipped with scalable systems. Whether you're on Zendesk, Intercom, or Freshdesk, we work with the tools you already use to configure, clean up, and automate.
GweldTech is a certified partner of Zendesk, Intercom, and Freshdesk. This gives us unique access to partner resources, beta features, and insider knowledge that allows us to go beyond surface-level setup and deliver deep, strategic improvements.
Our clients see measurable results within weeks: faster first response times, lower ticket volume through better self-service, and happier agents who are no longer bogged down by inefficiencies. Trust GweldTech to help you turn your support function into a strategic asset.
What We Offer
- 🔧 Zendesk, Intercom or Freshdesk audit & reconfiguration
- 📊 Workflow design for faster handling & less repetition
- ⚙️ Automation & macros for tier-1 tasks and self-service
- 📈 CSAT and efficiency analysis with actionable changes
How It Works
- 🗣 Discovery call — understand your stack & goals
- 📋 Support audit — workflows, macros, tagging, reporting
- 🛠 Implementation — system redesign or advisory
- 📅 Ongoing review — monthly insights or training (optional)
Case Study: Scaling CX for a global non profit software provider
We worked with a non profit that had a large global user base and was overwhelmed with support tickets. Our audit uncovered major inefficiencies in their tagging, routing, and use of macros.
- 🔄 Reduced ticket volume from 7000 a month to 5000 by modifying the customer support journey
- 📉 Prioritised self service support whilst ensuring high CSAT
- ✅ Created a unified tagging and priority system to track future trends and forecast support needs
Ticket volume is down, CSAT is up, and the team is now able to focus on high-value tasks. The client has a clear roadmap for future growth and a support system that scales with them.