Operations, Process & Customer Experience
Better Support.
Faster Answers.
Happier Customers.
I'm Sam Davison — founder of OPCX Solutions.
I provide Support Operations consulting to reduce ticket volume, improve Customer Satisfaction and streamline your support workflows.
The 6 Layers of Support Maturity
Each layer builds on the one below. Without the foundations in place the next layer will break.
Read the full layer breakdown
01 – Context Framing
What Broken Looks Like
- Mixed enquiries in one inbox
- Agents triage blind
- Misrouting is common
- First replies miss the point
What To Do
- Capture the right info at intake (form/chat/flow) so every ticket arrives with context
- Knowing the full context simplifies the routing and reduces triage efforts
02 – Route and Automate
What Broken Looks Like
- Tickets hit the wrong agent
- High-volume queries are handled manually, every time
What To Do
- Tune routing and automate repeatables; right query, right queue, first time
03 – Escalations Path
What Broken Looks Like
- Tickets bounce between agents
- Customers repeat themselves
- Resolution drags on
What To Do
- Defined responsibilities and escalation paths
- Set SLA's and automated escalation rules
04 – Knowledge Capture
What Broken Looks Like
- Topics keep escalating because nobody writes the answers down
- Agents type the same replies again and again
What To Do
- Give top agents ownership of writing/moderating KB articles for recurring escalations
05 – Knowledge Governance
What Broken Looks Like
- The KB exists, but nobody uses it (agents, customers, AI)
- Answers are hard to find or out of date
What To Do
- Assign KB ownership for curation, tagging, and structure so it's findable and trusted
06 – AI Enhancements
What Broken Looks Like
- AI goes live and does not answer questions - everything still gets transferred to an agent
- CSAT is dropping because of a bad chatbot experience
- AI gets blamed because there is no reliable knowledge source
What To Do
- Connect the AI to the same knowledge base used by your agents
- The articles written by your agents enhance the AI
AI is the reward for getting the foundations right. With solid foundations AI can enhance support and save you time.
AI is the reward for getting the foundations right. With solid foundations AI can enhance support and save you time.
Support maturity looks different at every stage
Every support team sits somewhere in the maturity model.
Where you are determines which layers matter most and which fixes will actually move the needle.
Some teams struggle with inconsistent routing and unclear escalations. Others have those foundations in place, but can't scale knowledge or reduce repeat work. More established teams often invest in AI only to find it underdelivers because the layers beneath it aren't solid.
The key is this: not every team needs the same improvements at the same time.
Early‑Stage
Foundations & flow
Growing
Efficiency & repeatability
Established
Scale & AI enablement
How I fix your Support Operations
I don't start with tools or AI.
I start with your current maturity and build forward, layer by layer.
Understand where your support really is
We assess your operation against the support maturity layers to identify gaps that actually matter, not theoretical best practice.
Fix the foundations that are holding you back
depending on your stage, that might mean clarifying routing and escalation paths, stabilising knowledge capture, or putting governance in place.
Build repeatability before scale
We focus on consistency, feedback loops, and operational clarity so improvements stick and teams don't revert under pressure.
Enable automation and AI when the layers are ready
Only once the foundations are solid do automation and AI start delivering real efficiency and customer experience gains.
Better Support. Faster Answers.
Happier Customers.
Start delighting your customers by delivering effortless Support