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Turn support chaos into an engineering discipline.

The Zola.CX Playbook: 5 repeatable plays that cut ticket load, rescue deals, and fix support for good.

Reduce MTTR Rescue deals Increase CSAT
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30–60 minute technical demo. No heavy pre-sales engineering. Data kept private. Open pilot spots this month: 8

18m
Avg minutes saved per ticket
See case brief →
+12 pts
Median CSAT uplift
See outcomes →
40%
Reduction in escalations
Read micro-case →
25+
Integrations in production
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CTO — mid-market hosting

Nightly ticket backlogs hide critical regressions.

"We only notice patterns when a customer yells. By then it's too late."
Add this to demo agenda: Deal-saver triage
Head of Support — SaaS

Escalation noise drains engineering focus.

"Half our escalations are duplicates — but we still treat each like new work."
Add this to demo agenda: Escalation Firewall
VP Ops — ecommerce

Slow follow-ups cost deals and trust.

"We lost a $120k deal because support didn't escalate a lead fast enough."
Add this to demo agenda: Deal-saver triager

The Zola.CX Playbook — 5 Pillars of Support Systems Engineering

A repeatable discipline for diagnosing, automating, observing, guarding, and scaling support workflows — engineered for measurable outcomes.

Diagnose — Detect systemic failure modes in 48 hours

Automated triage, synthetic ticket generation, and embeddings-driven clustering reveal recurring faults before customers escalate.

Synthetic triage
Replay common flows to surface regression patterns programmatically.
Auto-tagging
Consistent taxonomy applied so trends are actionable.
Telemetry correlation
Link tickets to logs and deploys for root-cause speed.
Safe rollouts
Observe-only and shadow runs with human gates.
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KPI: recurring tickets -40% in 60 days
Engineer looking at dashboards
Photo: This_is_Engineering — Pixabay

Tactical plays — drop into your runbook

Each play is a one-page micro-product with steps, roles, triggers, and expected outcomes. Download and share with your team.

Auto-Rescue
Complexity: Low • ~1 hour

Lost Billing Webhooks

Auto-detect failed billing webhooks, attach known fixes and reroute to billing queue.

  1. Trigger on 5-minute webhook failure spike.
  2. Auto-attach known remediation steps to ticket.
  3. Escalate to billing only if unresolved after 4 hours.
Ops, Billing
Time to implement: 1 day
Expected: 60% auto-resolve
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Escalation Firewall
Complexity: Medium • 2 days

Pre-validate escalations

Filter noise, validate SLAs, and auto-resolve common escalations with human approval gates.

  1. Auto-classify escalation reasons.
  2. Run automated remediation for category matches.
  3. Present unresolved items to SME queue.
Support, SMEs
Time to implement: 2 weeks
Expected: 40% escalation reduction
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Deal-Saver
Complexity: Low • 1 day

Deal-Saver Triager

Detect slow-response sales leads in support channels and auto-assign high-priority routing.

  1. Trigger on SLA miss for sales-support tickets.
  2. Auto-attach sales context and notify account execs.
  3. Escalate as urgent with SLA tracking.
Support, Sales
Time to implement: 3 days
Expected: Recover lost deals
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Case snippet: Hosting provider

Reduced recurring tickets by 42% and reclaimed 6 hours/week of engineering time per 1000 tickets — enabling faster feature velocity and lower churn.

Watch 90s testimonial Read full brief →
Customer testimonial thumbnail
Security

We limit data collection per-play, support PII masking, and provide enterprise connectors. Legal-reviewed terms apply.

Rollouts & rollback

Staged rollouts, observe-only runs, and human-in-loop gates make automations reversible and safe.

Pilot guarantee

14-day pilot with agreed KPIs. If we don't hit the target metrics within the window, we discuss next steps and remediation options.

Request pilot

30 / 60 / 90 — How we roll it out

30 days — Quick wins
  • Discovery + run 2 high-value plays (Diagnose + Deal-Saver)
  • Implement observe-only automations and measure impact
Roles: CTO sponsor, 1 SRE, 1 Support Lead
60 days — Automation & observability
  • Automate core flows, integrate with ticketing and logs
  • Define KPIs and dashboards for MTTR and CSAT
Roles: Support Eng, Observability Owner, Product Ops
90 days — Scale & hand-off
  • Scale plays across products, compress knowledge, create runbooks
  • Hand off operations with SLOs and automation ownership
Expected ROI: lower cost-per-ticket & reduced churn

Is the Zola.CX Playbook right for you?

Select the items that match your environment.

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Request a tailored demo — show us your stack, we’ll show you what to fix.

30–60 minute technical demo. Pilot slots are limited.