CX & support architecture
New implementations, support structures, forms, routing, SLAs, omnichannel workflows and multi-brand environments.
CX SYSTEMS · AUTOMATION · INTEGRATIONS
Customer experience systems, designed to work together.
CXArchitex helps businesses design, implement and improve the systems behind customer support, from the core platform to the workflows, automation, AI and integrations around it.
CX ARCHITECTURE
One connected support operation
01
Customer channelsEmail · Messaging · Voice
02
Support platformWorkflows · Routing · AI · SLAs
03
Connected systemsCRM · Jira · Commerce · APIs
04
Operational insightReporting · Performance
PLATFORMS & CONNECTED SYSTEMS
Zendesk
Freshdesk
Jira Service Management
Salesforce
Monday.com
Custom integrations
WHAT WE DO
Build the support operation around the business, not the other way around.
The platform is only one part of the system. We work across configuration, workflows, automation, reporting and integrations so the pieces work together cleanly.
Automation & AI
Workflow automation, AI-assisted support, bots, escalation paths and self-service designed to reduce repetitive work.
Systems & integrations
APIs, webhooks and integrations connecting support platforms with Jira, Salesforce, Shopify, Monday.com and other business systems.
Reporting & optimization
Operational reporting, dashboards and ongoing improvements that make it easier to understand performance and manage the environment.
CONNECTED OPERATIONS
Your support platform should not operate in isolation.
Customer context often lives across multiple systems. We connect the workflows and data around the support platform so agents have the information they need and teams spend less time moving between tools.
Customer channels
→
CX platform
→
Automation
CRM / Commerce
Jira / Internal tools
Reporting
SELECTED WORK
Solving operational problems, not just configuring software.
Scaling high-volume support with automation
Implemented AI-driven ticket deflection, automated responses and improved self-service to reduce repetitive support demand.
30%
reduction in ticket volume
Bringing structure to complex support workflows
Built automated escalation processes, SLA monitoring and integrations with operational tracking systems.
40%
faster resolution times
Centralizing support across multiple brands
Set up a multi-brand support environment with tailored workflows, routing and centralized reporting.
One
central support operation
Reducing repetitive IT support work
Introduced AI-assisted support, automated escalations and stronger self-service for common troubleshooting requests.
25%
increase in agent productivity
HOW WE WORK
Clear structure from discovery through rollout.
Every environment is different. The work starts with understanding the current operation before deciding what needs to change.
Discover
Understand the support operation, existing systems, pain points and goals.
Design
Map the workflows, data, routing, automation and integration requirements.
Build
Configure and test the solution carefully before it reaches the live operation.
Launch
Roll out the changes with validation, documentation and a clear handover.
Improve
Review what is working, use the data and continue improving where needed.
START A CONVERSATION
Have a CX system that needs fixing, scaling or rebuilding?
Tell us what you're working with and what you want to improve.
contact@cxarchitex.com ↗
Project work · Implementations · Ongoing optimization