contact@ajmusselman.com

I founded AJM Consulting in 2020 with a clear mission: to enhance customer support operations for growing brands.
My primary goal is to optimize processes and implement innovative strategies, including automation, to improve customer satisfaction and increase efficiency.

I am dedicated to developing customized solutions for direct-to-consumer (DTC) brands. I address the unique needs of each business by utilizing the Gorgias CRM, which integrates seamlessly with Shopify.

My experience includes working with both pre-launch and established brands—no company is too small! I firmly believe that exceptional customer support can benefit businesses of any size.

Customer Support Strategy

Design and implement long-term customer support strategies to enhance customer satisfaction, retention, and loyalty.

Customer Support Operations

Develop, manage, and optimize customer support teams to deliver exceptional support across email, live chat, and social media. Also available to handle customer support via email and social media as a one-man team.

Customer Support Staffing

Recruit, train, and manage a team of US-based Upwork freelancers to provide customer support during agreed department hours.

Customer Support Workflow Optimization

Streamline workflows and processes to reduce ticket resolution times and improve agent productivity.

Customer Support Metrics Reporting

Monthly clear and concise customer support metric reports empower you to use data for informed decision-making.

Customer Support Template Answers

Create customized, high-performing response templates that ensure consistency and improve resolution speed.

CSR Knowledgebase

Build and maintain a comprehensive knowledge base for your customer support team to reduce training time and increase self-service support.

FAQs and Help Center

Develop intuitive FAQ pages and Help Centers to reduce inbound tickets and provide instant solutions to customer inquiries.

Gorgias Implementation & Automation

Integration and customization of Gorgias CRM to streamline workflows, enhance automation, and improve overall efficiency. I’ll set up automation rules to triage tickets, automate common responses, and reduce manual workload, allowing CSRs to focus on complex customer issues while optimizing response times.