Reimagine Customer Support Transformation with ClearWork

Customer Support Transformation is no longer just about improving response times or launching a chatbot—it’s about fundamentally rethinking how support teams operate, solve problems, and deliver value. Yet, most transformation efforts fail because they overlook the most critical factor: how work is actually done today.

At ClearWork, we help organizations transform customer support by uncovering the real workflows behind ticket resolution, escalation, and knowledge management. Using real-time behavioral data and AI-powered insights, we bridge the gap between assumptions and reality—eliminating inefficiencies, empowering agents, and accelerating time-to-resolution. Whether you're modernizing your helpdesk or launching AI-driven support tools, ClearWork ensures your transformation is grounded in truth—not just technology.

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Four users planning a digital transformation with clearwork
Clearwork application on screen showing data of actual operations
team lead showing data driven plan for business process transformation with clearwork

ClearWork Enables Transformation Across The 5 Key Project Stages

1. Discovering Current State

Gain objective, real-time insights into "as-is" processes and user activities.

2. Designing Future State

Define precise requirements and optimize workflows based on factual data.

3. Deploying Your Solution

Ensure alignment between new tech and actual operational needs, reducing rework.

4. Go-Live & Steady State

Boost user adoption with a contextually aware AI Co-Pilot and a more intuitive work experience.

5. Continuous Improvement: Continuously monitor and identify opportunities for ongoing optimization and automation

Current State: How Challenges Are Discovered

team members using clearwork automated process discovery to understand the current state of their customer support process

🔴 Traditional Approach

  1. - Consultants conduct limited interviews with agents to understand support issues.
  2. - Assumes workflows are known—ignoring undocumented manual steps or tribal knowledge.
  3. - Relies on summaries in PowerPoint, not data-backed analysis.
  4. - Fails to track real-time activity across ticketing systems, knowledge tools, or comms platforms.
  5. - Agents are excluded, making adoption and insight gathering difficult.
  6. - No baseline for future AI or automation—leaving support stuck in reactive mode.
  7. ‍
📉 Result: According to BCG, 70% of digital transformation projects fail, often due to poor upfront understanding and lack of employee involvement.

✅ ClearWork Approach

  1. - Automatically captures support workflows across tools like Zendesk, Slack, and Confluence.
  2. - Tracks real-time user activity—pages visited, searches made, and actions taken.
  3. - Includes agent voice via natural language commentary for true process insight.
  4. - Uncovers repetitive issues, hidden bottlenecks, and poor documentation patterns.
  5. - Creates a complete, living record of "how work actually gets done."
📈 Benefit: Creates a people-centric foundation for transformation, ensuring leaders understand what’s really happening—and why.

Future State: What Gets Designed and Why

Customer support leaders designing the future state based on clearwork

🔴 Traditional Approach

  1. - Skips detailed analysis and jumps to solutioning—designs based on assumption, not observation.
  2. - Misses key workflows like ticket triage logic, knowledge access patterns, or true resolution steps.
  3. - Tools like chatbots or routing engines are configured for ideal, not real, scenarios.
  4. - Requirements are vague, disconnected from the daily work of agents.
⚠️ Risk: As McKinsey reports, lack of alignment between business needs and tech design is one of the top reasons for transformation failure.

✅ ClearWork Approach

  1. - Uses verified agent activity to design realistic workflows and automation triggers.
  2. - Identifies what tickets should be deflected, escalated, or routed differently—backed by usage data.
  3. - Generates SOPs, requirements, and escalation maps directly from the captured workflow.
  4. - Aligns IT, Ops, and Support teams around a shared truth—not guesswork.
✅ Advantage: Builds transformation that reflects the reality of how people work, not just how leaders think they work.
✅ Advantage: Prevents missteps that cause over 80% of initiatives to fail by grounding decisions in reality.

Deployment: How the Solution Is Built

Diagram of the complexity of the current state derived from the data of clearwork

🔴 Traditional Approach

  1. - Deployment is technology-first: rushed rollouts without accounting for actual workflows.
  2. - Training is generic, disconnected from how agents work day-to-day.
  3. - Systems overlap or compete with existing tools, causing duplication or resistance.
  4. - Rework and delays emerge due to vague or evolving requirements.
🚫 Missed Opportunity: Forbes highlights that most failed digital initiatives underestimate the importance of change management and day-one usability.
🚫 Failure Point: Requirements gaps drive 30–50% rework, delaying ROI and increasing cost

✅ ClearWork Approach

  1. - Deploys new tools in sync with observed workflows and usage patterns.
  2. - Training content is built from real agent actions and friction points.
  3. - New SOPs and features are field-tested with agents before go-live.
  4. - Reduces uncertainty, builds confidence, and accelerates delivery.
✅ Benefit: Faster time to value and higher employee adoption from day one.

Go-Live: What the User Experiences

Customer support agent happy after easily adopting the new CRM using clearwork

🔴 Traditional Approach

  1. - Agents are left to "figure it out"—resulting in poor usage and disengagement.
  2. - Knowledge remains hard to find; new tools feel like more work, not less.
  3. - There’s no in-flow support, leading to confusion and workaround behavior.
  4. - Friction persists, and transformation fatigue sets in.
⚠️ Problem: Without process alignment and user enablement, even the best-designed systems fail to deliver ROI.
⚠️ Consequence: 69% of employees report tech frustration. Poor experience drives poor morale.

✅ ClearWork Approach

  1. - Agents get in-browser guidance from ClearWork Co-pilot—right inside their tools.
  2. - Recommends next steps, fetches relevant content, and shortens resolution time.
  3. - Brings escalation paths, response templates, and ticket history to the agent’s fingertips.
  4. - Turns every support rep into a power user.
✅ Outcome: Higher productivity, faster onboarding, and better compliance—all without increasing rep burden.
✅ Benefit: Increased satisfaction, better metrics (CSAT, FCR), and higher agent retention.

Continuous Improvement: From Launch to Long-Term Value

customer support leaders showing continuous improvement opportunities using clearwork

🔴 Traditional Approach

  1. - No way to learn from how tools are actually used post-launch.
  2. - Feedback is anecdotal; optimization is infrequent and expensive.
  3. - Documentation becomes obsolete; workflows drift.
  4. - AI/automation plans stall from lack of usage data.
📉 As BCG warns, many organizations fail to measure or evolve their transformations, dooming them to stagnation.
📉 Impact: Transformations stagnate. High upfront cost delivers diminishing returns.

✅ ClearWork Approach

  1. - Tracks workflow changes and Co-pilot interactions in real-time.
  2. - Dashboards reveal new friction areas, training needs, and automation candidates.
  3. - Continuously updates documentation to reflect how processes evolve.
  4. - Converts transformation from a project into a sustained operating model.
🔁 Impact: Sustained improvement driven by employee engagement, process intelligence, and adaptive AI.
🔁 Impact: Better support. Lower costs. Ongoing ROI.

Why ClearWork Outperforms the Traditional Model

✅ ClearWork Approach

  1. - Real-time, user-verified behavioral data
  2. - Designed using empirical activity and workflow mapping
  3. - Aligned to actual tasks; reduces delays and confusion
  4. - Contextual Co-pilot empowers agents in real time
  5. - Live dashboards power continuous, adaptive improvement

🔴 Traditional Approach

  1. - Assumption-based interviews and static slides
  2. - Built from opinions, not evidence
  3. - Disconnected from agent reality; costly rework
  4. - No in-flow support; agents disengage
  5. - No visibility; optimization stalls

ClearWork prevents the most common causes of transformation failure: lack of current state understanding, user disengagement, and vague requirements. It replaces assumption with evidence—and that changes everything.

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