CX OPERATIONS & STRATEGY
CX for Modern E-Commerce
Mosaic helps e-commerce brands improve customer experience across teams, systems and operations.
THE PROBLEM
Disconnected Experiences
Customer experience breaks down when teams and systems work in silos. What customers experience is often a reflection of how the business operates internally.
Modern CX
A Connected Experience
EXPERTISE
Leading CX at Scale
Experience across customer support operations, workflow design, automation, reporting, quality programs, and the systems that power modern customer experience.
Shopify Ecosystems
Quality Assurance
Vendor Management
WFM Software
Reporting & Analytics
Support Platforms
KB Management
Workflow Design
Customer Operations
Automation Systems
The experience behind Mosaic.
MEET THE FOUNDER
Porter Marshall is a customer experience operator with 15+ years of experience across support operations, workflow design, customer systems, and e-commerce environments.
His work has focused on improving operational clarity, reducing friction, and helping brands create more consistent customer experiences.
SERVICES
How Mosaic Helps
Strategy & Review
Evaluating customer operations and service performance.
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Review customer operations, support workflows, and service gaps.
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Evaluate customer interactions across support and post-purchase experiences.
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Analyze customer feedback trends and recurring service issues.
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Assess KPIs, reporting visibility, and operational performance.
Process & Operations
Improving workflows, support processes, and execution.
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Build scalable workflows, SOPs, QA structures, and support processes.
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Develop structured escalation paths and issue-resolution workflows.
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Improve shipment communication and post-order customer experience.
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Refine operational workflows to improve visibility and execution.
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Create quality assurance frameworks and performance tracking systems.
Systems & Technology
Modernizing support systems and operational infrastructure.
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Optimize customer support platforms and operational workflows.
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Implement automation strategies that reduce repetitive support volume.
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Build reporting structures and operational dashboards.
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Support CX platform migrations and infrastructure improvements.
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Improve coordination between support platforms and operational tools.
INSIGHTS
Perspectives
Common questions about Mosaic and operational customer experience.
Frequently Asked Questions
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Mosaic works with e-commerce brands focused on improving customer experience through stronger operations, systems, and execution. Most engagements involve brands navigating growth, operational friction, disconnected workflows, or customer experience inconsistencies across the business.
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Mosaic focuses on the operational side of customer experience, including support workflows, customer systems, lifecycle touchpoints, service structure, operational clarity, and the processes that shape how the experience functions behind the scenes.
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Both. Mosaic approaches customer experience from an operational perspective — helping identify friction, improve structure, and support practical execution across systems, workflows, and customer operations.
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A CX audit starts with understanding how customer experience currently operates across the business. This includes reviewing workflows, systems, support operations, customer touchpoints, and areas where friction or inconsistency may be affecting the experience.
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Yes. Mosaic can work alongside internal teams, external partners, or existing agencies to help strengthen operational customer experience and support broader business initiatives.
READY TO START
Get in Touch
CX starts behind the scenes.