Tool your support to scale without pain.
Neutral helpdesk selection (Zendesk, Intercom, Front, Freshdesk, Crisp), technical integration, configuration adapted to your processes, team training. No vendor commission — recommendations are based solely on your context.
When to tool (or re-tool) your support
Several signals indicate your support tooling needs a reset. If you recognize yourself in 2 or more, it's probably time:
- You manage support via a shared inbox (Gmail support@, shared Outlook) and no one knows who answers what
- You have a helpdesk but less than 30% of features are used (paying for nothing)
- Your B2B customers demand contractual SLAs you can't track precisely
- Your team uses 3 different tools for 3 channels without consolidated view
- You can't say how many tickets per day, by category, or your average resolution time
- You have an in-house tool that consumes dev resources for maintenance
- You want to scale internationally but your current tool isn't multilingual
Our approach: neutrality first
The helpdesk market is dominated by 5 publishers (Zendesk, Intercom, Freshdesk, HubSpot Service Hub, Front) all offering very lucrative affiliate programs to consultants. We explicitly refuse these commissions — that's our neutrality guarantee. Recommendations are based solely on your context, not on what pays us best.
Our 4-phase method
Phase 1 — Requirements framing (2 weeks)
Analysis of your current stack, volumes, constraints. 2-day workshop with leadership, IT, and 1-2 field operators. Building of the functional and technical RFP (25-40 pages).
Phase 2 — Benchmark and selection (1-2 weeks)
Shortlist of 3 tools per a 40-criteria grid weighted with you. Commented vendor demos, reference checks, 3-year TCO simulation. Comparative presentation and argued recommendation. Commercial negotiation alongside leadership (15-25% typical gain vs list price).
Phase 3 — Implementation (4-12 weeks based on complexity)
Configuration: workflows per request typology, SLAs per customer segment, integrations (CRM, internal tools, Slack, SSO). Historical data migration. UAT with a team sample.
Phase 4 — Training and go-live (2-4 weeks)
All-agent training on the new tool. Creation of 8-12 playbooks covering 90% of cases. Progressive go-live (never big bang): one channel first, then others. 2-week double-run buffer.
Tools we master (by profile)
Zendesk — Historical market reference. Powerful, exceptional app ecosystem, enterprise compliant. Ideal for 50+ agents, advanced compliance needs.
Intercom — Strong on mid-market SaaS, particularly excellent on live chat and in-app messaging. Modern UX, good conversational AI (Fin). Best for B2B/B2C SaaS with online product.
Front — Growing fast on mid-market and hybrid teams (sales + support). Keeps the collaborative inbox metaphor, easing adoption. Best for SMBs 20-100 FTE.
Crisp — French tool, great quality/price for early-stage. Elegant web chat, unified messaging. Best for solo, Seed startups, e-commerce.
Pricing
| Format | For whom | Total duration | Price |
|---|---|---|---|
| Framing & tool choice | Decision-aid only | 3-4 weeks | 5,000-9,000 € excl. VAT |
| Standard implementation | SMB, scale-up 30-100 FTE | 2-3 months | 15,000-35,000 € excl. VAT |
| Complete program | Multi-market, multilingual, compliance | 4-6 months | On request (from 50,000 €) |
Vendor license costs are billed directly by the vendor. Order of magnitude: 50-150 €/agent/month depending on tool and tier. We negotiate alongside you.
A tooling project to frame?
30 minutes to understand your current stack, constraints and ambitions — and see how we can help you choose well and deploy fast.
Book a call