Book a discovery call →Customer support and operations consultancy
We combine exported ticket analysis with workflow and team review — so support leaders see not just what's happening, but why, and what to do first.
We'll review your current setup and recommend the right audit scope together.
Fraga Ops Studio
We combine exported ticket analysis with workflow review so support leaders can see where response quality, team effort, and customer experience start to drift.
What we review
Why it matters
We don't sell 'support improvement.' We work on the metrics that matter to founders and ops leads.
Faster, more consistent responses reduce the friction that costs you sales and repeat purchases.
↑ Revenue per support interaction
Customers who feel well-handled come back without being retargeted. A problem resolved well builds more loyalty than one that never happened.
↑ LTV without increasing CAC
Undocumented processes generate repeated errors, avoidable refunds, and team time burned on the same issues every week.
↓ Cost per ticket resolved
Positive reviews drive organic traffic. A well-handled complaint can become your strongest public endorsement.
↑ Organic trust · Lower CAC
For teams that think support is running well
"We respond to tickets. Customers seem happy. We don't have that many complaints." Fair. But can you answer these?
How many support issues this month were caused by the same underlying process gap — handled manually each time instead of fixed once?
How long does your team take on average to resolve a return, missing item, or shipping dispute?
Did any negative review this month mention slow replies, inconsistent answers, or feeling ignored?
Compatible Exports
The analysis is built to work with structured CSV, XLSX, or JSON exports from the tools your team already uses.
If your platform exports ticket text, dates, agents, channels, or tags, we can usually work with it without forcing a tool migration first.
We built our own internal tool to process exported ticket data and surface the patterns, friction points, and operational signals that matter most. It runs entirely within our local environment — no cloud services, no third-party APIs, no external data processing.
Who We Help
DTC brands, Shopify stores, and startups are often a strong fit, but the work is designed for any growing support operation that needs more structure.
Teams managing order issues, shipping questions, returns, and post-purchase support at meaningful volume.
Founders and CX leaders who need support to stay fast, consistent, and operationally sound as the brand grows.
Companies balancing billing, cancellations, retention, and customer trust across recurring support conversations.
Teams moving beyond ad hoc support and looking for cleaner workflows, better visibility, and stronger internal structure.
Process
We define scope first, then combine exported ticket data, workflow context, and stakeholder input into a clear operational diagnosis.
We align on business context, support pressure points, current tools, and the right audit scope before the work starts.
You export ticket data from your helpdesk in CSV, XLSX, or JSON format. We load it into our in-house analysis tool, cross-reference with your workflow context, and surface the patterns — no access to your live systems required.
We identify bottlenecks, repetitive contact drivers, quality gaps, and the patterns that are hurting efficiency or customer experience.
You receive a structured performance report with findings, priorities, and the operational story behind the numbers.
We translate findings into practical next steps, quick wins, and optional support if the team needs help carrying the changes forward.
Services
Each audit is scoped to the depth of analysis and team involvement your operation needs — not by arbitrary ticket ceilings.
Starter
Core KPI, ticket-pattern, and workflow review for teams that need a clear baseline.
Ideal client
You know something is off but aren't sure where to start. You need a clear baseline before committing to bigger changes.
Expected outcome
You'll know where the biggest quality and efficiency losses are — and which fixes should come first.
Most Popular
A deeper operational review that adds stakeholder context, team input, and process-level diagnosis.
Ideal client
Response times are slipping, agents are improvising, and internal friction is starting to show in the customer experience.
Expected outcome
Leadership walks away with a decision-ready action plan that connects ticket patterns, workflow issues, and team friction.
Complete
Full operational review with live observation, templates, and optimization guidance for the next stage of support maturity.
Ideal client
Customers are noticing the gaps. Leadership needs a complete picture and a documented path to a stronger support operation.
Expected outcome
Your team leaves with a documented improvement roadmap, reusable support assets, and clear rollout priorities.
All audits include a signed NDA. Data is processed locally and permanently deleted within 30 days of delivery.
Expected Impact
The goal is not just to diagnose the operation. It is to improve how the team works and how customers experience support.
Clearer routing, cleaner workflows, and stronger templates help the team answer faster.
Better processes reduce variation across channels, agents, and recurring case types.
Repeated contacts become easier to deflect, automate, or handle with the right support assets.
Teams spend more time on real problems and less time on avoidable manual effort.
Leadership gets a clearer view of ownership, friction points, and what should improve first.
A calmer, more reliable support operation protects the post-purchase experience and brand confidence.
Founder
Fraga Ops Studio was built to help companies turn messy support signals into clearer operational decisions. The work stays close to the real operation so recommendations can actually be rolled out.
Founder-led, detail-oriented, and designed for teams that want practical support improvement rather than generic advice.
FAQ
Common questions about scope, compatibility, NDA requirements, and how to start.
Scope is defined by analysis depth, workflow complexity, stakeholder input, and deliverables — not by arbitrary ticket ceilings. Scope and timeline are confirmed together during the discovery call based on your operation's complexity.
Any helpdesk or inbox that can export structured CSV, XLSX, or JSON files is usually a good fit. Common examples include Gorgias, Zendesk, Freshdesk, Intercom, Help Scout, Kustomer, Re:amaze, Shopify Inbox, and Gmail.
Yes. A mutual NDA is required from both sides before any service engagement begins. This protects operational details, internal context, and exported data.
Not usually. We typically need exported ticket data, a quick view of your current workflow, and access to the right stakeholders for context. We help structure the rest.
Yes. Many teams start with the Basic Audit, then decide whether a deeper Team & Process or Full Optimization engagement makes sense once the first findings are clear.
Yes. The process is remote-friendly and designed for video calls, exported data review, async context gathering, and optional live observation sessions.
Next step
Book a discovery call and we will define the right audit scope together.
Mutual NDA · Local processing · Compatible with CSV, XLSX, and JSON exports