AI-CX Quick Scan | Salesupply

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Dimension 1 of 3

Customer Service - Ticket Volume & Composition

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Q1: How many customer service tickets do you handle per month, roughly?

Under 500

500 – 2,000

2,000 – 5,000

Over 5,000

Q2: What percentage of your tickets are repetitive queries (order status, returns, delivery questions)?

Under 30%

30 – 50%

50 – 70%

Over 70%

Q3: How is your ticket volume distributed across categories?

Mainly WISMO (Where Is My Order) / order status / delivery questions

Mix of WISMO, returns, and product questions

Mostly returns, complaints, and product advice

Mostly complex or emotional queries, few standard tickets

Q4: Which channels does your customer service run across? (Select all that apply)

Chat / live chat

Social media (Facebook, Instagram, etc.)

Phone (inbound)

Dimension 2 of 3

Customer Service Profile

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Q5: In how many languages do you currently handle customer service?

1 language

2 – 3 languages

3+ languages

Q6: How emotionally charged are the purchases your customers make?

Low: commodity goods, B2B supplies, functional purchases

Moderate: considered purchases, some emotional involvement

High: gifts, health products, luxury or high-value items

Q7: How important is customer service quality as a differentiator for your brand?

Not important, we compete on price

Somewhat important

Very important, it is central to our brand

Q8: What is your current customer satisfaction score? (NPS, CSAT, or equivalent)

We don't measure it

Below industry average / we'd describe it as a failing grade

At industry average / acceptable

Above industry average / a good result

Q9: Have you experienced customer complaints or churn linked to customer service quality in the past 12 months?

Minor, isolated cases

Yes, noticeable, complaints and a few lost customers, but hasn't structurally affected the business

Yes, significant, measurably affected retention, revenue, or public reputation

Dimension 3 of 3

Operational Readiness

How quickly and smoothly could we get you live?

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Q10: Do you use any AI or automation in your customer service today?

No, fully manual

Basic automation only (auto-replies, routing)

Partial AI (chatbot or email assistant)

Extensive AI already in place

Q11: Do you have a documented customer service process, including scripts, escalation paths, and tone of voice guidelines?

Nothing documented

Basic documentation

Well documented

Fully structured with playbooks

Q12: What helpdesk or CRM system do you use?

None / email only

A standard tool (e.g. Freshdesk, Zendesk, Gorgias, Re:amaze)

An enterprise or custom-built system