Services

Done-For-You Offerings

I offer a number of done-for-you services which allow you to reap the benefits of high-quality support optimization without needing to dedicate time to learning and implementing the concepts.

I offer fixed, value-based pricing and include a 10% discount per additional service.

Ticket Elimination Sprint – $2,449

Ticket Elimination Sprint is a 14-day engagement and includes the following deliverables:

• Identification of your most common repeat tickets (up to 10)
• Root-cause mapping explaining why those tickets exist
• Analysis of where those tickets originate (onboarding, product issues, etc.)
• 5-10 implemented or ready-to-deploy solutions to eliminate or deflect those tickets
• A simple roadmap for continued improvements

Self-Service Knowledge Sprint – $2,449

Self-Service Knowledge Sprint is a 14-day engagement and includes the following deliverables:

• A prioritized list of your top self-serve opportunities (from tickets, inbox, chat, and onboarding friction)
• A customer-facing knowledgebase structure (categories, navigation, and article templates)
• 10–15 customer-facing articles created and published (or ready-to-publish) focused on your highest-impact repeat questions
• Includes clear steps, screenshots or visuals where needed, and “what to do if…” troubleshooting paths
• Findability improvements so customers can actually locate answers
• Suggested search keywords/titles, internal linking, “related articles,” and top-page entry points
• A lightweight content roadmap for the next wave of articles (what to write next and why)

Ticket Intake Sprint – $2,449

Ticket Intake Sprint is a 14-day engagement and includes the following deliverables:

• Intake audit of your current submission paths (web form, email-to-ticket, chat handoff, portal, etc.)
• A required-info blueprint for your most common request types (what support must have to proceed)
  • Examples: email address, order number, product model, serial number, error messages, screenshots, environment details
• Guided ticket form rebuilds (or new forms created) for up to 5 primary ticket categories
  • Conditional fields / dynamic questions (ask only what matters)
  • Clear field labels + examples (“Where to find your order number”)
  • Validation rules where possible (format checks, required fields)
• Routing and categorization improvements so tickets land in the right place faster
  • Category selection, tags, priority prompts, assignment rules (platform-dependent)
• Customer-facing microcopy that reduces confusion and increases completion rates
  • “Before you submit” prompts, attachment requests, troubleshooting checklist links
• Internal agent notes/playbook so your team knows what “complete” looks like and when to send standardized follow-ups
• A simple roadmap for expanding the guided intake to additional request types over time

Support Deflection Sprint – $2,449

Support Deflection Sprint is a 14-day engagement and includes the following deliverables:

• Deflection opportunity analysis: identify your top preventable ticket types (up to 10) and where they occur in the customer journey
• A “deflection map” showing when and where to intercept requests (pre-submit, form-step, confirmation screen, auto-reply, in-app prompt, etc.)
• Implementation of deflection touchpoints (platform-dependent), such as:
  • Pre-submit prompts and suggested articles based on category/keywords
  • “Before you submit” checklists and guided options
  • Post-submit confirmation messages that route customers to immediate answers
  • Auto-responses that include the correct resource + next steps
• Creation or optimization of 5–10 reusable self-service resources that deflect repeat tickets
  • KB articles, quick fixes, troubleshooting steps, short guides, “known issues” pages, etc.
• A simple tracking plan to measure deflection impact (what to watch and how to tell it’s working)

Onboarding Clarity Sprint – $2,449

Onboarding Clarity Sprint is a 14-day engagement and includes the following deliverables:

• Onboarding ticket analysis: identify your most common post-purchase / post-signup onboarding issues (up to 10)
• Onboarding flow map showing where customers get stuck (from unboxing/login → setup → first successful use)
• Quick Start Guide creation or optimization (1 primary guide) designed to prevent the top onboarding tickets
  • Clear “first win” steps, screenshots/photos, callouts for common mistakes
  • “If you see X, do Y” troubleshooting blocks
  • Where to find key info (order #, model, serial, app download links, etc.) when relevant
• Supporting onboarding resources (2–5) to reduce repeat confusion
  • Short troubleshooting cards, FAQs, setup checklists, “next steps” guides, or email/help center articles
• Placement recommendations so customers actually see the guidance
  • Packaging inserts, post-purchase email sequence, account dashboard, order confirmation page, QR codes, help center links
• A lightweight roadmap for ongoing onboarding improvements (what to build next based on ticket volume)

Consulting Services

I offer individualized consulting services designed to solve your business’s unique challenges. Pricing varies based on scope of work.

I use a value-pricing model and do not charge based on hours worked to ensure you get the best results and best value for your money.

Interested in working with me? Reach out at william@omegacollective.net or book a call with me here.

Self-Paced Resources

I offer a number of online courses at a discounted rate to allow you to learn and implement our strategies on your own time. All courses are hosted on the skool.com platform.

PLAN FOR Success Course

The PLAN FOR Success is a complete end-to-end system for optimizing support processes and uses my uniquely designed approach targeting seven key areas of support in order to optimize your entire support system. For a full explanation of the course, click here.