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What Happens When You Build Customer Experience Before You Sell a Single Product
- Ty Givens
- 1 day ago
- 4 min read
What Is Pre-Launch Customer Experience?
Pre-launch customer experience (CX) refers to the systems, tools, and workflows put in place before a company starts selling. It ensures that when your first customers arrive, their experience is fast, smooth, and frustration-free.
For this men’s underwear brand, launching with strong CX wasn’t a “nice to have.” It was the plan from day one.
Why Did This E-Commerce Startup Invest in CX Early?
This new-to-market brand, founded by three best friends, wanted to create high-quality underwear for active men. But they also wanted to create a customer experience that made buying and asking for help feel effortless.
One of the founders had a background in Six Sigma and lean operations. He understood that building the right customer support foundation early would save time, reduce costs, and increase customer trust.
That’s when they brought in CX Collective (formerly The Workforce Pro Inc).
What Customer Experience Tools Did They Use Before Launch?
CX Collective partnered with the brand before their website went live in November 2017. Here's what we helped them put in place:
1. CRM Implementation: Why Freshdesk Was the Right Choice
We selected Freshdesk as the customer support software because it offered scalability, integrations, and robust automation. We built the system from scratch with:
Branded email templates and pre-written responses
Ticket routing and tagging workflows
Platform integrations to connect tools across their tech stack
2. Self-Service Help Center to Reduce Support Tickets
We created a branded Help Desk that included:
A searchable FAQ section written in the customer’s voice
A chatbot to guide users to answers before they submitted a request
Seamless transitions to live support when needed
3. CSAT Surveys to Improve Customer Satisfaction
We launched a Customer Satisfaction (CSAT) survey right away. Feedback was used to inform product updates and improve processes. This created a loop where customer insight led directly to change.
What Were the Results of Building Customer experience Before Selling?
Key outcomes from this project include:
Over 240 article views on the Help Center with fewer than 5 support tickets per month — a 95%+ deflection rate
70% increase in CSAT scores due to actionable changes made from customer feedback
These results show that investing in CX early reduces workload, improves satisfaction, and saves money.
How CX Collective Helps Startups Build Customer Experience Systems
At CX Collective, we help early-stage startups:
Choose and configure the right support platforms
Design workflows that scale as you grow
Build Help Centers that actually reduce ticket volume
Use voice-of-customer data to guide improvements
We do all of this to build customer experience before selling so your team can focus on growth, not putting out fires.
Ready to Set Up Scalable CX Before You Launch?
Strong CX isn’t something you build later. It’s something you launch with.
Let’s design your support systems, workflows, and tools — so your customers get a five-star experience from day one.
Book a Startup Readiness Call with CX Collective
We’re here to help you launch smarter.
About CX Collective
Founded by Ty Givens, CX Collective helps high-growth companies scale customer experience that drives loyalty, reduces chaos, and fuels long-term growth. We don’t just talk about CX—we build it.
☑️ Let’s talk about your CX operation today, and what it could look like with the right structure, systems, and support.
Frequently Asked Questions
What does “building CX before launch” mean?
Building Customer Experience (CX) before launch means setting up all your customer support systems, tools, and processes before your first sale. This includes choosing a CRM, building a Help Desk, automating workflows, and creating FAQs so customers get quick, consistent support from day one.
Why should startups invest in CX before going live?
Startups that invest in CX early avoid common post-launch problems like slow response times, missed inquiries, and customer frustration. Proactive CX setup saves money, reduces support tickets, and builds trust with your first customers — which is key for retention and referrals.
What tools or platforms should I use for customer support when launching an online store?
Most early-stage e-commerce brands benefit from tools like Freshdesk, Zendesk, or Gorgias for CRM and ticket management. Pair that with a branded Help Center, a chatbot for instant replies, and a CSAT survey to capture customer feedback.
How can I reduce customer support tickets in my e-commerce business?
Use self-service tools like searchable FAQs, a chatbot that recommends solutions, and automated workflows that route inquiries to the right place. These systems empower customers to solve simple issues on their own and free up your team for complex cases.
How does CX Collective help startups with customer experience?
CX Collective helps startups build scalable CX systems from the ground up. We handle everything from CRM setup and automation to Help Desk design and CSAT implementation. The result is a seamless, proactive customer experience that grows with your business.
What kind of results can I expect from setting up CX before launch?
Startups that build CX early often see fewer than five support tickets per month, higher satisfaction scores, and faster customer response times. One of our clients even saw a 70% increase in CSAT by using customer feedback to guide improvements.