Audit your customer support to know where to focus.
A complete diagnosis of your B2B customer support in 2 to 4 weeks. Quantitative analysis, sector benchmark, team and client interviews, quantified findings, prioritized action plan over 6 to 12 months.
Who it's for
The ClientWise audit is designed for B2B organizations where customer support has become critical but remains poorly structured. Typically:
- Post-Seed or Series A startups that scaled their customer base faster than their support setup, now needing to choose between hiring, outsourcing or tooling
- SMBs and mid-market seeing customer review degradation or team saturation without knowing exactly where to start
- Scale-ups in European expansion needing to professionalize before opening 2-3 new markets (multilingual, SLA, compliance)
- Large enterprises with fragmented support across multiple teams, lacking a consolidated view or unified measurement
What the audit reveals
Each engagement is unique, but here are the main categories of findings we systematically deliver, ranked by business impact:
1. Quantitative mapping of your support
We analyze the last 30 to 90 days of your support activity: volumes by channel, motives (categorized in 25-40 fine typologies), first response time, resolution time, reopening rate, hourly and weekly distribution. You leave with a quantified view you've probably never had.
2. Customer voice qualitative analysis
We read 200 representative customer conversations (mix of positive, neutral, negative cases) and interview 3 to 5 real customers — anonymously, in a no-stakes setting. What emerges is often surprising for executives: customers love what we don't highlight, and complain about what we hadn't seen.
3. Team and culture diagnosis
Individual interviews with your support colleagues (45 min each, confidential). They hold the weak signals: workarounds in tools, oral processes, frustrations announcing departures. Our role: collect this voice, structure it, restitute it without naming names.
4. Sector benchmark
Comparison with 3 to 5 comparable organizations (size, sector, maturity). We identify where you're behind, where you're ahead, and which practices observed elsewhere could be transposed.
5. Tools & technical stack evaluation
Audit of your stack: helpdesk, CRM, knowledge base, listening tools, integrations. We identify under-utilization (you pay for features no one uses), duplicates (3 tools doing the same thing) and gaps (essential building blocks missing).
Our method in 3 sprints
The audit is paced like a product sprint: short, intense, deliverable at the end. No mission that drags on — you see progress each week.
Sprint 0 — Listening (Week 1)
- 2-hour kickoff with your leadership
- Tool access (helpdesk, CRM, analytics) with reinforced NDA
- First reading of 50 support conversations to calibrate tone and topics
- Interview planning (team, customers, stakeholders)
Sprint 1 — Diagnosis (Weeks 2-3)
- Complete quantitative analysis (30-90 days)
- Internal interviews (5 to 12 people depending on size)
- Customer interviews (3 to 5)
- Sector benchmark and tools benchmark if relevant
Sprint 2 — Framing and restitution (Week 4)
- Writing of the audit report (40-60 pages)
- 2-hour restitution workshop with your executive committee
- Prioritized roadmap over 6 to 12 months with milestones and indicative budget
- Executive summary (4 pages) usable at the board
Pricing and formats
| Format | For whom | Duration | Price |
|---|---|---|---|
| Flash diagnosis | Solopreneurs, targeted audit | 2 weeks | from 990 € excl. VAT |
| Standard audit | SMBs, scale-ups 30-100 FTE | 3-4 weeks | 4,500 to 8,000 € excl. VAT |
| Enterprise audit | Mid-large, multi-team scope | 5-6 weeks | On request (from 12,000 €) |
Included in all formats: written report, roadmap, restitution workshop, executive summary, 3 months of follow-up at 1h/month.
Why ClientWise
The customer support consulting market is crowded: large strategy firms delivering slides, integrators pushing their tool, freelancers without method. Our positioning is different:
- A single point of contact, from signature to delivery. No junior team, no handoff, no introduction to a partner
- Proven method on dozens of previous engagements, adapted to your context without applying a generic framework
- Total independence from vendors: no Zendesk, Intercom or other commissions. Tool recommendations are neutral
- Actionable deliverables, not strategic. You leave with what to do, in what order, with what budget
- 50% guarantee if the report isn't actionable in your view
Ready to know where you stand?
Let's start with a 30-minute video call, no commitment, to understand your context and see if an audit is the right answer for you.
Book a call