Customer experience consulting
Summarise with AI
Customer experience consulting for support teams that are growing.
We help organisations design support operations that are fast, consistent and built to handle growth, without adding headcount every time ticket volume rises. On Zendesk, by people who used to work there.
- Zendesk Premier Partner
- Ex-Zendesk consultants
- AI in every engagement
- Fixed price to start
★ 5.0Zendesk Marketplace
150+Zendesk implementations
Run by ex-Zendesk people
What changed for our clients
From our customer stories
- ↓ 79%EU first reply timeEMU Australia
- 380tickets auto-resolved a weekREIQ
- 2 weeksfrom kickoff to liveNGS Structural Engineering
- −25%cost per ticket in year oneManaged Zendesk customers
Our customers
Trusted by 150+ support teams to get CX right
From the Sydney Opera House to Ezypay, support teams across ANZ rely on us to design operations that scale.
“Before Gravity CX we were largely going through the motions. We have since rebuilt our foundations and significantly improved our Zendesk platform. Our workflows are structured and efficient, and we have a clear roadmap for what to tackle next.”
Chris JamesHead of Customer Operations · Ezypay“The AI agent did not just take tickets off our plate, it gave our people a new career path. Three of our support team moved into sales because the AI was handling the volume, and our customers get answers the moment they ask.”
Jamie HoweHead of Customer Operations · The Bart Group“Gravity CX made our migration and setup seamless. Their team was professional, knowledgeable, and went above and beyond to ensure everything was perfectly tailored to our needs.”
Caroline LeeAdministration Officer · Australian Learning Group“In just two weeks they had us fully operational. Despite our unusual use of Zendesk they adapted seamlessly and helped us develop solutions that worked, delivering outstanding value in a short period.”
Stacey YoungOperations Manager · NGS Structural Engineering“We knew something was not right with our setup but could not pinpoint where. Gravity CX diagnosed and fixed everything quickly, including problems we did not know about. The monitoring view they set up means we will catch anything like this much earlier next time.”
Alex StepinsCustomer Experience · EMU Australia“Outstanding support setting up our Zendesk reporting, delivering a solution that exceeded our expectations. Chad went above and beyond to tailor the structure to our needs, with clear communication at every stage.”
Dorota BacalSustainability & Innovation Lead ANZ · Arkance“Gravity CX was instrumental in our transition to Zendesk, implementing across multiple departments. We have streamlined our operations and improved our customer experience.”
Sophie CarpenterHead of Customer Care · Mycar“Their expertise and hands-on approach ensured a smooth onboarding for our team. The support and training were outstanding, and they were always responsive and professional.”
Sean EdwardsMember Service Manager · My Weight Loss Clinic“Gravity CX transformed our Zendesk setup, making it a powerful tool that aligns perfectly with our operational needs.”
Cameron WykAfter Sales Team Leader · Midea“This is us implementing AI in the business in a considered way, with a trusted partner who already knows the product.”
Kat BeavonCOO · REIQ
The problem
What worked at 10 agents breaks at 30.
Workflows fragment across teams and tools.
Response times slip as volume grows.
The same questions arrive as new tickets.
Nobody can see what’s driving the volume.
Customers notice before the dashboard does.
The cause is rarely people. It’s the absence of structured, scalable operations underneath them.
CX operations maturity
Four stages. Where is your team?
01
Reactive
- A shared inbox (support@, info@) and phone
- No owner per request; two people reply differently
- A side spreadsheet tracks what’s still open
- No view of volume, response time or topics
AI opportunityLittle yet. Point Claude, ChatGPT or Copilot at your inbox for hints and draft replies.
02
Connected
- One ticketing platform, every request owned
- Email, chat, phone, social and messaging in one queue
- A help centre live and deflecting
- Routing, SLAs and CSAT reported by channel and team
AI opportunityAI assists agents, learns from ticket history, builds the knowledge base and answers basic questions.
03
Integrated
- CRM, ERP and customer data inside the agent view
- Workflows automated end to end
- A knowledge base maintained and trusted
- Topic and trend reporting drives decisions outside support
AI opportunityAI reads your other systems to handle complex, higher-value conversations and deflect whole flows.
- Destination
04
Autonomous
- An AI agent resolves low-risk, high-volume questions
- Supportive AI guides agents on the rest
- The knowledge base writes and updates itself from tickets
- Scales without adding headcount
AI opportunityAI deployed end to end. An AI architect maintains the strategy and keeps optimising.
What we work on
Workflow design, platform and automation, together.
Knowledge base
Designed to stop repeat questions before they become tickets.
Zendesk, set up for you
Implemented or optimised around your workflows.
Routing and triage
Automation that takes the manual sorting away.
AI agents
Repetitive questions handled without losing quality.
Reporting
Visibility to measure and improve over time.
How we engage
Three ways in. Pick where you are.
Starting out
Zendesk Implementation
New to Zendesk, or moving from Intercom, Freshdesk or Salesforce.
- Architecture signed off before anyone builds.
- History migrated, workflows built, agents trained.
- AI and reporting live on day one.
Fixed priceLive in 4 to 6 weeks14 days after go-live2 weeksFrom kickoff to liveNGS Structural Engineering
Outgrown it
Zendesk Rescue
Zendesk has become the problem: macros nobody trusts, routing nobody owns.
- A health check finds what’s costing you.
- Only what’s broken is rebuilt.
- AI switched on for your team and customers.
Fixed priceScoped to what’s broken14-day guarantee↓ 79%EU first replyEMU Australia
Keep improving
Managed Zendesk
Zendesk works, but improving it is nobody’s whole job.
- A named consultant and a success manager.
- A monthly improvement plan.
- A strategic roadmap review every quarter.
Monthly subscription24/7 monitoring99%+Customer resolution within SLAEzypay
Questions
CX consulting, answered
- What does customer experience consulting look like at Gravity CX?
We work on your support operation as a whole: how work flows, how Zendesk is set up, what’s automated and what’s measured. Then we fix it through one of three engagements, at a fixed price to start, so the advice turns into a working system.
- What is CX operations maturity?
Our framework for where a support team stands, in four stages: Reactive, Connected, Integrated and Autonomous. Each stage has its own way of working and its own AI opportunity, so you can see what to change next.
- How do I know which engagement is right for my team?
New to Zendesk, or moving from another helpdesk: implementation. On Zendesk and it’s become the problem: rescue. Working, but improving it is nobody’s whole job: Managed Zendesk. Not sure? Book a call and we’ll tell you.
- How soon will we see a difference?
It depends on where you start. An implementation is live in four to six weeks. A rescue starts with the fixes that cost you most, and Managed Zendesk improves it every month.
- Do you only work with Zendesk?
Yes. We’re a Zendesk Premier Partner, and several of us used to work at Zendesk. We connect it to the tools around it, from your CRM to your store, but the platform we build on is Zendesk.
Book a call
Not sure where to start?
Tell us how your support runs today. We’ll tell you which stage you’re at and what we’d change first.
You will get a calendar invite with a video link straight away.
- A call about your team, volume and tools.
- Your stage, and the first changes worth making.
- The engagement that fits, with a price.
Who you might be speaking with
Hugo Richard
Head of Growth, ex Zendesk
Chad Susa
Founder, Head of Service, ex Zendesk
