Real humans pose as your customers across chat, email, WhatsApp and in-app support — then score every interaction so you know exactly where you win and where you lose customers.
Every channel is tested by real people running realistic customer journeys — from the easy question to the awkward complaint.
We push your bot beyond the happy path with complex, realistic journeys — and find where it breaks or hands off badly.
Speed, tone, empathy and whether the answer actually solves the problem — measured on every reply.
Conversational flow, response gaps and the mobile experience your customers actually live in.
End-to-end journeys inside your own product — from finding help to getting it.
A simple, repeatable process. You'll always know what's happening and when your report lands.
A short call to agree channels, scenarios and what "good" looks like for your business.
Our UK panel runs real customer journeys against your live support — anonymously.
Every interaction is graded against a consistent framework: speed, accuracy, empathy, resolution.
You get a clear report with prioritised fixes — and a findings call to walk it through.
Pick the depth you need today — upgrade any time. Every tier ends with findings you can act on the same week. Not sure what you get? Every tier below links to a real sample report.
A quick, honest read on one channel. Ideal for a first look.
Comprehensive, benchmarked insight across your key channels.
Continuous testing and a strategic partner for your CX team.
Our promise: if your report doesn't surface at least three actionable findings, we'll re-run the audit at no cost.
Dashboards measure your team against your own targets. We measure the experience from the only side that matters.
We don't sell software, outsourcing or agents. Our only product is the truth about your support — so our findings have no agenda.
Synthetic testing misses tone, patience and frustration. Our UK testers behave like your actual customers — because they are.
Every report ends with a prioritised fix list your team can start on Monday morning — not a 60-page PDF that gathers dust.
No. Testing is fully anonymous and indistinguishable from real customer contact. That's the point — you see exactly what a customer sees, not a best-behaviour performance.
Snapshot reports land within 5 working days. Deep Audits typically take 2–3 weeks depending on channel volume. Enterprise clients receive monthly results plus a quarterly executive review.
Yes — chatbot and AI testing is one of our most requested services. We probe edge cases, escalation paths and the quality of bot-to-human handovers.
Yes. Sector benchmarking is included in Deep Audits, and direct competitor benchmarking is available on Enterprise plans.
Yes. Mystery-shopping support channels is standard industry practice. We never deceive about personal data, never disrupt your operations, and report findings about processes — never to single out individuals.
Book a free 20-minute discovery call. We'll scope the right tier for you — no pressure, no hard sell.
Book a discovery call Or email us directly: hello@elevating.co.uk