# Free Customer Support Audit Checklist

Prepared by Ai Cleva

Use this checklist to find customer-support gaps that can cause missed sales, unhappy customers or weak follow-up.

## 1. Missed Enquiries

- Check WhatsApp, email, website forms, social inboxes and phone callback requests.
- Count messages that were never answered.
- Note which channel is hardest to manage.

## 2. Slow Replies

- Measure average first response time.
- Identify peak enquiry times.
- Check whether customers wait longer than one business day for a useful answer.

## 3. No Follow-Ups

- Review quote requests, product questions and booking enquiries.
- Count warm leads that did not receive a follow-up.
- Set a simple next-action date for each lead.

## 4. No Abandoned Cart Process

- Check whether online shoppers receive a helpful reminder.
- Use human-approved messages only.
- Avoid sending too many reminders.

## 5. No Review Requests

- Ask happy customers for reviews after successful delivery or service.
- Keep the message short and personal.
- Track reviews requested each week.

## 6. No Customer Complaint Tracking

- Log complaints in one place.
- Record the reason, urgency and resolution.
- Escalate urgent, legal, safety, refund or sensitive issues.

## 7. No FAQ Scripts

- List the top 10 repeated questions.
- Create approved replies for each one.
- Review tone of voice before using the scripts.

## 8. No Weekly Reporting

- Track enquiry volume.
- Track common questions.
- Track lost sales reasons.
- Track follow-ups completed.
- Write three recommendations for next week.

## Next Step

Book a free support audit with Ai Cleva so we can help identify which support workflow should be fixed first.