Reactive support: your customers wait too long

A CX score below 20/100 means your customer support operates without structure. Emails pile up, SLAs don't exist, and CSAT isn't measured. On average, companies at this level have a first response time over 24h and CSAT below 50%.

Typical symptoms

• ✗Single channel (email) — no chat, phone, or self-service
• ✗No SLAs configured — response times are not tracked
• ✗No knowledge base — agents repeat the same answers
• ✗CSAT not measured — no visibility on customer satisfaction

Priority recommendations

1. 1.Deploy Freshdesk with 3 channels: email + chat + web form
2. 2.Configure SLAs by request type (urgent, standard, info)
3. 3.Create a knowledge base with the top 20 most frequent questions
4. 4.Enable automatic CSAT surveys post-resolution