Questions we get asked most

We embed — we don't just advise. That means we join your team calls, review actual recordings, sit in on QA sessions, and coach your agents and team leads directly. We work inside your tools (Zoom, Slack, your CRM) on your schedule. Most engagements involve 2–3 live sessions per week during the implementation phase, plus async feedback between sessions.

Our sweet spot is companies with 10–300 customer-facing agents — typically growth-stage startups (Series A–C), SMBs scaling their CX team, or established businesses whose CSAT or retention has plateaued. We serve US, UK, and global markets across healthcare SaaS, e-commerce, fintech, real estate tech, and professional services. If your team talks to customers and those conversations drive revenue (or should), we can help.

We don't publish fixed prices because the right scope varies by team size, complexity, and goals. What we can tell you: engagements typically range from a focused 30-day audit to a full 6-month embedded program. We always start with a free 30-minute strategy call to size the opportunity first — so you know what you'd be paying for before any commitment. We also offer a paid 30-day pilot at cost for clients who want to test results before committing to a full program.

We see measurable movement — typically in CSAT or AHT — within 4–6 weeks of implementation starting. Statistically significant results (the kind you'd report to leadership) usually land by week 8–12. Our fastest result was a 14-point CSAT lift in 6 weeks for a healthcare SaaS client. We agree on the KPIs and timelines before we start, so there are no surprises.

We don't make guarantees that depend on factors outside our control — market conditions, product issues, or management decisions can all affect outcomes. What we do: agree on specific KPI targets before starting, report against them transparently every month, and go back in at no additional cost if targets aren't being met. 94% of clients renew after their first engagement. That's the closest thing to a guarantee we offer — and it's earned.

Not much. You need a customer-facing team (even small), some form of CSAT or customer feedback data (even basic), and a leadership team willing to act on what we find. We've worked with teams using everything from Zendesk to spreadsheets. We don't require any specific tech stack — we adapt to yours. The main prerequisite is that someone on your side has the authority to implement changes when we recommend them.

Book a free 30-minute strategy call. In that call we'll look at your current setup, identify your top 3 CX opportunities, and tell you honestly whether — and how — we can help. You'll leave with something useful whether you work with us or not. No pitch, no pressure. Click "Schedule a Call" in the nav to get started.