Audit the channels customers use
List where requests arrive and who owns each queue. Test a message in every connected channel, including the reply and notification. Check whether the team can recognize a customer with concurrent requests.
Review knowledge and AI behavior
Check policy changes, stale articles and the questions that caused repeated handoffs. Test ordinary support questions, follow-ups, unsupported requests and attempts to obtain another customer’s information. Review the conversation, not only the final answer.
Review access and connected accounts
Remove access that is no longer needed. Confirm who owns provider credentials and renewal steps. Check that selected knowledge sources are still the right ones and that the permission scope matches the intended workflow.
Finish the operational work
Review unresolved imports, broken notifications, missed callbacks and recurring support confusion. Give each fix an owner and a way to verify completion. Record the baseline for your own team instead of relying on an industry average that may describe a different business.
Keep going
Put the next step into practice, or ask us about your setup.