CS Audit

If you run customer service for a $1M–$50M ecommerce store, this audit exists for a single reason: to tell you straight where the operation is leaking — without a sales pitch wrapped around it.

What the audit covers

In fifteen minutes, a HelpFlow operator walks your operation through the same checklist we use on $500M+ in real ecommerce CS volume. Specifically:

• Response and resolution times — measured against benchmarks for your category and price point, not against generic SaaS targets
• Macro and SOP coverage — whether your top 20 ticket reasons are covered, and whether the macros still match current product and policy
• Triage by customer value — whether high-LTV customers and active orders are routed before low-stakes questions
• Channel mix — whether each channel you offer is staffed enough to honor the response window you’ve promised customers
• CSAT signal quality — whether your sample size is large enough to catch drift before customers do

What you walk away with

A short list of the highest-impact gaps in your current operation, ranked by how quickly they typically move the metric. No deck, no playbook PDF — just the operator’s view of what to fix first and what to leave alone.

If we think there’s a fit for HelpFlow to run any of the operation on your behalf, we’ll say so on the call. If we think you’re better off keeping it in-house, we’ll say that too.

Who this is for

The audit is built for ecommerce CS leaders, ops leaders, and founders running customer service themselves at the $1M–$50M revenue range. Below that range the audit may still be useful, but most of the patterns we look for don’t kick in until ticket volume crosses about 500 tickets per month.

How to book

The audit runs as a 15-minute video call. No prep on your side — the operator drives the structure. Pick a time that works on the booking page below.