CX Collective

CX Collective was hired by a nonprofit supporting a global religious organization to improve their help desk operations. The organization, led by a project manager who wished to remain anonymous, wanted to expand its membership help desk to cover a growing number of members and languages. Ty Givens of CX Collective was chosen for her expertise and personable approach. She conducted a comprehensive technology assessment, workflow analysis, and proposed a three-phase process to achieve a world-class help desk operation. The initial report and roadmap were well received and the client planned to commence the process with Givens in February 2021.

Furtify, a pet supplement manufacturer, engaged CX Collective to develop a Customer Experience (CX) strategy. The company founder and CEO sought a comprehensive CX plan including strategy design, structure implementation, and training materials. After an online search, CX Collective was chosen for their high ratings, budget-friendly pricing, culture fit, and value for cost. The scope of the project involved the creation of support helpdesk configuration procedures, documentation policies, workflow design, CX training materials, and a workforce management plan. The project was executed by a team of 2-5 employees from CX Collective.

CX Collective was brought on board by CADOGAN, a Los Angeles-based menswear brand specializing in leather jackets, to implement and customize Zendesk for their business needs. The goal was to improve ticket accountability, deliver premium customer service, and ensure the brand voice resonated throughout technology stack automation. CX Collective was chosen for their profound understanding of Zendesk and familiarity with e-commerce. The scope of work involved outlining current workflow, adapting it to a Zendesk environment, and aligning staff roles and views according to their security levels. The implementation was successfully completed over six weeks with Ty Givens as the project manager, supported by her colleague, Dana.