CX Operations Diagnostic — Find the Three Gaps Behind Your Repeat Tickets, Refunds, or Backlog

A written diagnostic that identifies the top three operational gaps behind your recurring support, refund, or fulfilment problems — and which one to fix first.

Your team is busy, but the same problems keep resurfacing — repeat tickets, refund leakage, a backlog that never quite clears, escalations that eat a whole afternoon. You already suspect it isn't a headcount problem. You just can't see clearly whether the real gap is in policy, ownership, handoff, inventory visibility, or execution — and guessing wrong means fixing the wrong thing for another quarter.

This is a written operational diagnostic, not a call and not a template. You complete a structured intake covering your current workflow, systems, and the specific pattern you're seeing. From that, you receive a document identifying:

• The top three operational gaps generating your recurring cost or friction
• Which one to address first, and why the sequence matters
• The mechanism behind the problem — not just the symptom
• A 90-day direction for closing the highest-priority gap

Built on real operating experience, not framework theory: managing customer experience operations across 9,025 orders and approximately USD 610,000 in gross sales over a 9-month period, spanning Shopify, Shopee, and Lazada — holding a 1.71% refund rate and above 95% escalation closure while building the workflows from zero.

Who this is for: Founders, COOs, and Heads of Operations at DTC ecommerce businesses doing 21+ orders/day, where a recurring problem (refunds, repeat contacts, backlog, handoffs, or escalations) is costing time or margin and the root cause hasn't been isolated yet.

Who this is not for: Teams that already know exactly what's broken and just need it built — that's a Workflow Design Sprint, a separate engagement discussed after this diagnostic. This product is for identifying the gap, not implementing the fix.

Process:

1. Complete the Fit Check (2 minutes, free) to confirm this matches your current stage
2. If it's a fit, you'll receive this checkout link
3. After payment, you'll complete a structured 25-question Client Intake covering your operation
4. You'll receive your written diagnostic within [5] business days

Format: Delivered as a written document (PDF), typically 8–12 pages, direct to your email.