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Audit your Customer Journey - Identify Conversion barriers
A targeted review of your chat and messaging flows that reveals abandonment points, quantifies conversion losses, and prioritizes high-impact optimizations.
Why this Matters
Ineffective chat and messaging journeys directly impact revenue and customer retention. Prospects abandon when faced with repetitive questions, unclear pathways, or disjointed channel transitions. These friction points accumulate into measurable losses: abandoned orders, increased support costs, lower campaign performance, and diminished brand trust. Our audit delivers clarity. We identify specific conversation breakdowns and prescribe optimizations that improve business metrics. The review answers critical questions:
- Where do chatbot flows prevent purchase completion?
- When is context lost between WhatsApp and web chat?
- Which routine tasks can automation resolve to reduce agent workload?
- What changes will most improve conversion rates and reduce cost?
The Outcome is Tangible: fewer customer frustrations, faster resolutions, and increased revenue through more effective conversations.
Abandoned Orders
Support Cost
Campaign Conversions
Who this helps
Heads of Customer Experience, Support, or Contact Center operations
CTOs, CIOs, and Digital Transformation Leaders
Marketing Teams using Chat for
Lead Generation
Product Teams Managing Post-Purchase Experiences
Industry We Serve
Streamline trial signups and qualification processes
Address checkout abandonment and order status queries
Simplify B2B inquiries and parts ordering
Automate appointment management with privacy safeguards
Implement compliant lead capture and onboarding workflows
Receive the same focus on business impact
Channels We Evaluate
WhatsApp Template and Conversation Flows
Web Chat and Landing Page Integrations
SMS and RCS Messaging Programs
Instagram, Messenger, and Social DM Handoffs
Email Conversation Threading
Integrations between Conversation
Channels and Core Systems
WHAT WE DO — explained in stages
1
Discovery & Evidence Collection
We gather lightweight evidence: exported conversations, high-level metrics, and answers to a short intake form. No heavy permissions required. This tells us where to focus and what to test first.
2
Journey Mapping & Failure Points
We map real customer journeys from first message to resolution — across channels. We look for the exact places customers drop off, repeat themselves, or escalate to agents. This stage surfaces the highest-impact problems, with real conversation examples to prove it.
3
Root Cause & Opportunity Scoring
For each problem we find, we identify the likely root cause (UX, routing, missing data, template issues, or handover friction) and score the opportunity by business impact (revenue, cost, CSAT).
4
Prioritized Remediation Plan
You receive a prioritized list of fixes you can implement immediately (quick wins) and strategic improvements for longer-term gains.
Every recommendation includes the expected business benefit and who should own it.
5
Ready-to-run Playbooks
We deliver ready-made playbooks your team can run — step-by-step instructions (e.g., how to reduce checkout abandonment, how to route high-value leads to agents, how to handle rejected templates). These are action-focused, not theoretical.
6
Validation Path (optional session)
If you choose, we help validate a small set of changes to prove the impact before a larger rollout. This validation is optional and scoped around the highest-impact fixes.
Deliverables
Executive Summary
Top Opportunities and Business Case High ROI
Prioritized Gap Analysis
Issues, Solutions, and
Expected Impact
Health Checklist
Key metrics and Dashboard Configurations
Runnable Playbooks
Step-by-step guides for
Common Scenarios
Optional Validation
Support Implementing
Priority Fixes
What is the free Audit Session?
The free audit session is a no-cost, low-commitment engagement designed to give you clear, business-focused findings not a product demo. In the session we will:
- Agree the goals and select the key flows/channels to audit.
- Request a small, read-only sample of conversations or exports (if you're comfortable sharing).
- Share the top findings and the single highest-impact change you can make first.
The session is about discovery and clarity: it shows what's broken, why it matters to your business, and the one or two changes that will move the needle. There's no obligation afterward — just a clear set of recommendations you can implement yourself or with our help.