Consulting
ModSquad helps you select, implement, customize, and optimize the platforms and AI workflows that power your operation. We have strong views on the best tool for each job — and we can stay on to run what we build.
Services
Tool Selection & Strategy
Evaluate your current stack, map it to your goals, and recommend the right platform. We base recommendations on nearly two decades of operational experience — we know what works best for each type of engagement.
Implementation & Customization
Stand up new platforms or reconfigure existing ones. We build custom workflows, routing rules, self-service knowledge bases, macros, automations, and integrations tailored to how your team actually works.
AI & Automation Design
Design and deploy AI-powered workflows — chatbots, auto-classification, intelligent routing, suggested responses, and Tier 0 deflection. We help you figure out what to automate, what to leave to humans, and how to shift that balance over time.
Optimization & Managed Administration
Ongoing tuning of workflows, automation rules, and reporting. We monitor performance, identify bottlenecks, and make continuous adjustments. For clients who need it, we provide ongoing managed admin so your tools keep pace with your operation.
Capabilities
| Platforms | Zendesk, Salesforce, Freshdesk, Intercom, Kustomer, custom |
| Scope | Customer support, trust & safety, social, community |
| AI/automation | Chatbots, auto-classification, routing, Tier 0 deflection |
| Engagement | Project-based, retainer, or embedded with managed operations |
| Billing model | Hourly (why this matters) |
What Makes Our Approach Different
Built by Operators
Our consulting practice grew out of running support and T&S operations for dozens of clients. We know what works in production because we use these tools every day — not because we read the documentation.
Our support services →Implement and Operate
Most consultancies hand off after go-live. We can stay on to run the operation, which means the people who designed your workflows are the same ones using and refining them. No knowledge lost in the handoff.
Our T&S services →We Know What Works
Nearly two decades across every major platform. We have preferences based on experience, but every project is different. We get the most out of whatever tools you use — including your proprietary ones.
Our AI approach →How It Works
1. Audit & discovery
We review your current tools, workflows, data, and pain points. If you do not have tooling yet, we map your requirements and volume.
2. Recommendation & design
We propose a platform and architecture — or a set of changes to your current setup — with clear rationale and projected impact.
3. Build & configure
We implement the solution: workflows, automations, integrations, knowledge bases, and reporting dashboards.
4. Launch, measure, optimize
Controlled rollout, performance benchmarking, and iterative tuning. We can hand off or stay on for ongoing managed administration.
Outcomes
FAQ
Do you only work with Zendesk?+
No. ModSquad works across all major platforms — Zendesk, Salesforce Service Cloud, Freshdesk, Intercom, Kustomer, and others — plus proprietary client systems. We have preferences based on experience and recommend what fits your operation best.
Can you implement and then operate the tools?+
Yes — this is one of ModSquad's key strengths. Most consultancies hand off after implementation. ModSquad can stay on to run the day-to-day operation, which means the people who built your workflows are the same ones using them. No knowledge lost in translation.
What if we already have tools in place?+
Most clients do. ModSquad starts with an audit of your current setup — what is working, what is not, where automation could help. Often the biggest gains come from getting more out of what you already have rather than replacing it.
How does this relate to ModSquad's support and T&S services?+
ModSquad's consulting practice grew out of the operational work. Because we run support and T&S for dozens of clients across these platforms, we know what actually works in production. Many clients start with consulting and add managed operations later, or vice versa.