Customer Service Consultancy
Getting Things Moving
Shouldn't Be Hard
Customer service problems rarely have just one cause. A ticket might get stuck because an agent is missing information, because nobody quite owns the next step, because two systems don’t work together, or because a process that looks reasonable on paper just doesn’t work in practice.
That’s the kind of thing Unstick CS looks for: what is making the work harder than it needs to be, why it’s happening, and what can be changed.
Is your Customer Service Getting Stuck?
Customer service can get stuck in all sorts of places. Here are a few worth looking for.
01
Endless Escalations
Less is more when it comes to resolving questions and requests, and systems that have a built-in need for escalations frustrate more than they solve.
02
Unclear Ownership
Does everyone know what to do, and who does what?
03
Lack of Visibility
Agents can only solve what they can see. When important information lives in another system, another department or somewhere they don’t have access to, simple questions quickly become unnecessary investigations.
04
AI Tools Doing More Damage Than Good
Chat bots are great – but only if they do their job well. A poorly configured chat bot can do more damage than good to your customer satisfaction.
05
Stuck
Something Else Entirely
Every customer service operation gets stuck differently. That’s what the STUCK Analysis is for.
The UNSTICK CS Process
I believe that, often, what you already have is enough. A lot can be improved without adding more agents or investing in new technology. The first step is understanding where friction occurs, where it comes from, and what your team is missing when they try to solve a problem.
Sometimes something genuinely needs to be added. But sometimes the information already exists and the wrong people can see it. The system already has the functionality, but nobody is using it. Agents could resolve more themselves, but the process doesn’t allow them to. Before adding something new, I want to understand what is stopping what you already have from working better.
01
Baseline
Where are you now - and where do you want to go?
We start with what you know: your data, your concerns and the problems you’ve already identified. Then we agree on where you want to be and how we’ll know whether we’re getting there.
02
Immerse
Now let me see it for myself.
I’ll talk to people across the organisation and hear how the operation works from their perspective. Then I’ll join the frontline myself and experience the tools, processes, handovers and obstacles your agents deal with every day.
03
Unstick
Turn what I find into workable changes.
I’ll analyse what I’ve found and separate quick wins from problems that need more work. Through weekly UNSTICK NOW meetings, we agree on what can change immediately and keep those improvements moving.
04
Measure
Let's review and decide what is next.
We return to the goals we set at the beginning and look at the results. What improved? What didn’t? What’s still worth working on? From there, we decide whether we’re done or there’s a useful next phase.
Approach
Let Me Be Your Agent.
I don’t want to understand your customer service only through reports and meetings. Give me the same tools, information and processes your agents work with, and let me experience what happens when a real customer needs something solved.
WHAT CAN YOUR AGENTS SEE?
Do they have the information they need when they need it?
WHAT CAN THEY SOLVE?
At what point do problems get escalated?
WHERE DO THEY HAVE TO WAIT?
For another person, another department, approval or information?
WHAT WORK DOESN'T NEED TO EXIST?
Repeat questions, duplicate entry, unnecessary handovers, workarounds.
WHAT HAPPENS TO THE CUSTOMER?
While all of the above is happening, what are they actually experiencing?
BEFORE ADDING ANYTHING.
Use what you have.
Better.
More agents, more software and more automation aren’t always the answer. First, let’s find out what’s stopping what you already have from working properly.
WHO’S BEHIND UNSTICK CS?
Hi, I'm Fenny
I came to customer service through languages and localisation, and somewhere along the way became fascinated by how differently companies approach essentially the same problems.
After years working in customer service and CS management across very different businesses, I started paying more attention to the things that made good people’s jobs unnecessarily difficult, and what happened when you removed them.
That eventually became Unstick CS.
NOT SURE WHAT YOU NEED?
That’s fine. Start with what’s stuck.
You don’t need to have the full picture. Tell me what’s annoying you, costing you time, creating complaints, or simply not working the way it should. We’ll figure out what kind of help actually makes sense from there.