Customer Experience Systems That Scale Without Losing the Human Touch
I help businesses design smarter customer support operations using CX automation, CRM optimization, AI-powered support systems, and data-driven workflows.
With 6+ years in customer experience, support leadership, CRM migration, automation, AI optimization, and support operations, I help teams reduce manual work, improve response times, strengthen customer communication, and build systems that support growth.
Samuel Gichuhi
What I Do
I work with businesses that are growing fast but struggling with support bottlenecks, scattered tools, manual workflows, slow response times, inconsistent customer communication, or underused CRM systems.
I help turn those challenges into structured, automated, and measurable customer experience systems.
My work combines:
- Customer experience strategy
- CRM setup and optimization
- Intercom and Zendesk workflows
- AI-powered support systems
- Chatbot and self-service optimization
- Automation using tools like Zapier and n8n
- Support dashboards and reporting
- Voice of Customer reporting
- SOPs, macros, routing, tagging, and escalation flows
- Team enablement and support process design
The goal is simple: help your business serve customers faster, better, and more consistently.
Who I Help
I help founders, support leaders, operations managers, and growing teams who need better customer experience systems.
You may be a good fit if:
- Your support inbox is growing faster than your team.
- Your CRM is messy, underused, or difficult to report from.
- Your team is spending too much time on repetitive manual work.
- Your customers are asking the same questions again and again.
- Your support data exists, but it is not helping you make decisions.
- Your AI chatbot is active but not performing well.
- Your team needs better workflows, SOPs, automations, and reporting.
- Your business needs scalable customer support without simply adding more agents.
Featured Experience
Over the years, I have worked across customer support, support leadership, CX operations, CRM optimization, AI implementation, automation, integrations, and digital consulting.
My experience includes:
- 6+ years in customer experience and support operations
- 4+ years leading customer support teams
- Experience managing distributed support teams across multiple time zones
- CRM and helpdesk optimization using Intercom and Zendesk
- AI support optimization using tools such as Intercom Fin
- Building customer support workflows, automations, dashboards, SOPs, and reporting systems
- Leading support center improvements and self-service content strategy
- Supporting CRM migration and support process restructuring
- Building websites, digital systems, and operational tools for clients through Jamalo Limited
The Problems I Solve
“Our support team is overwhelmed.”
I help identify repetitive work, broken workflows, missing automations, unclear ownership, and customer journey gaps. Then I design better systems to reduce pressure on your team.
“Our CRM is messy.”
I help clean up your CRM structure, improve workflows, create useful views, organize customer data, and make reporting easier.
“Our AI chatbot is not good enough.”
I help review AI answers, improve knowledge base content, design better escalation flows, reduce poor responses, and create performance tracking.
“We do not know what our customers are really saying.”
I help build Voice of Customer reporting so customer feedback becomes a business intelligence asset.
“We need better processes.”
I help document SOPs, escalation paths, QA checks, team workflows, and repeatable support processes.
My Core Services
CX Automation
I design and improve automated workflows that reduce repetitive work, improve response speed, and create a smoother customer journey.
This includes routing, tagging, triggers, notifications, follow-ups, escalation workflows, customer updates, and internal task automation.
CRM Optimization
I help businesses clean up, structure, and optimize CRM systems so teams can work faster and leaders can see what is happening.
This includes Intercom, Zendesk, HubSpot-related workflows, customer data structure, inbox design, lifecycle stages, tags, views, pipelines, reports, and team workflows.
AI-Powered Support Systems
I help businesses implement, improve, and manage AI support tools that support customers while protecting the human experience.
This includes AI bot optimization, help center improvement, chatbot training content, answer quality review, escalation rules, fallback flows, and AI performance reporting.
Support Operations Design
I create the internal systems that keep support teams aligned.
This includes SOPs, macros, saved replies, QA frameworks, escalation paths, recovery workflows, refund and redo processes, internal documentation, and performance dashboards.
Why Work With Me
Recent Work Experience
Lead, mentor, and manage the day-to-day operations of the Customer Service team.
Under the leadership of the Manager, Customer Support, maintain, update and monitor all CSR training needs, manage the team, handle escalations and implement CX automations.
Engage with customers and help out with various troubleshooting issues, escalations, documentation and reporting.
Develop strategic working relationships with other functional areas including Presales, Professional Services, Customer Services, Proof of concept, training and deployment, and the global sales team.
Engage with customers in a way that thoughtfully changes their perception of what is possible, from both a business and strategic perspective
I developed several systems while working at iLanga Systems including Asset Management System, Project Management System and a Sales Management system for use in-house and also for sale to iLanga’s clients.
As the Project Manager, I developed the Project Plan with the team and managed the team’s performance of project tasks. It was also my responsibility as the Project Manager to secure acceptance and approval of deliverables from the Project Sponsor and Stakeholders.
While at this company, I served as an employee supporting users on site and over the phone, directing users how to use and make changes on the main company software. This involved also interacting with the database to make changes on the system as per client’s requirements. I have also largely developed software for the company for management of the client data.
What My Clients Says
Audit
I review your current customer experience setup, tools, workflows, automations, CRM structure, support data, and customer journey.
Diagnose
I identify the biggest friction points affecting customers, support agents, managers, and leadership visibility.
Design
I create a practical improvement plan covering workflows, automations, CRM structure, AI support, reporting, and documentation.
Build
I help implement the agreed systems, automations, dashboards, documentation, and support workflows.
Optimize
I review performance, refine workflows, improve AI responses, and help your team adopt the new systems.
Ready to Improve Your Customer Experience Systems?
Best for founders, support managers, operations leaders, and growing teams that want better customer experience without adding unnecessary complexity.