Conceptualizing our ideal Customer Support experience

Xapo faced significant inefficiencies in its support processes—fragmented tools, unclear priorities, and slow response times.

This created friction, unnecessary costs, and missed opportunities to grow AUM.

We led a 1-month discovery to conceptualize a unified support back-office. Our goal: transform a reactive system into a proactive, collaborative experience.

Through interviews, shadowing, and data analysis, we identified three critical needs:

• Reduce resolution times and clarify priorities.

• Enable teams to work autonomously on low-risk tasks.

• Support outbound workflows for growth opportunities.