Question 1

What is Clarivoxx?

Accepted Answer

Clarivoxx publishes free tools, guides, templates, articles, a newsletter and ebooks for customer support, customer success and customer experience teams. Everything is practical: formulas, examples, checklists and calculators you can use the same day. Start with the guides or the free tools.

Question 2

Who runs Clarivoxx?

Accepted Answer

Clarivoxx is run by Abdessamad Ghanem, a customer experience and customer success consultant, who also writes the ebooks. You can read more on the about page.

Question 3

Who is Clarivoxx for?

Accepted Answer

Support agents, team leads, support and customer success managers, account managers and founders of B2B SaaS and service companies. The content is written for professionals and is not intended for children under 16.

Question 4

What is free on Clarivoxx?

Accepted Answer

All 58 calculators, the Team Performance Forecast, the pillar guides, the articles and every newsletter edition are free to use and read. The templates are free too; you get them by entering your email. Only the ebooks are paid.

Question 5

Where do I start if I am new to customer success metrics?

Accepted Answer

Read the customer success metrics guide for the formulas and benchmarks, then try the matching calculators in free tools, such as NRR, churn rate or health score. Each guide gives the direct answer first, then the details.

Question 6

How can I contact Clarivoxx?

Accepted Answer

Email contact@clarivoxx.com or use the contact form. You can also follow Clarivoxx on LinkedIn for new articles, tools and tips.

Question 7

What calculators are available?

Accepted Answer

There are 58 free calculators in five sections: Customer Support (staffing, cost per ticket, FCR, handle time, SLA), Team Leads (backlog, shrinkage, QA score, occupancy, service level), Customer Success (NRR, churn, health score, CLV, renewals), Customer Experience (NPS, CSAT, CES, survey response rate) and Sales (win rate, pipeline coverage, quota attainment, commission, sales funnel). See them all on the tools page.

Question 8

Are the calculators really free?

Accepted Answer

Yes. Every calculator works without an account, sign-up or payment. A newsletter sign-up form appears under the tools, but it is optional.

Question 9

Do you store the numbers I type into a calculator?

Accepted Answer

No. Calculator inputs stay in your browser and are not sent to Clarivoxx. If you ask for a PDF report by email, only your email address is stored so the report can be sent. Details are in the privacy policy.

Question 10

How do the calculators work out their results?

Accepted Answer

Each tool page states the formula above the calculator and answers common questions below it. For example, NRR = (starting ARR − churn − downgrades + expansion) ÷ starting ARR × 100. Try it on the NRR calculator.

Question 11

Can I embed a calculator on my own website?

Accepted Answer

Yes. Under each calculator, "Embed on your site" gives you a ready-made iframe code to copy, next to share buttons for LinkedIn, X, WhatsApp and email. The embedded version shows only the calculator and a small credit link to Clarivoxx.

Question 12

Which calculator should I use to plan support headcount?

Accepted Answer

For a staffing level per hour, use the Erlang calculator, which uses Erlang C and adds shrinkage. To see how much paid time agents lose to breaks, training and absence, use the shrinkage calculator.

Question 13

What is the Team Performance Forecast?

Accepted Answer

It is a free scorecard for team leads. You enter each person's last 3 months of results, and it shows who meets their targets today, the trend and the targets expected in 3 months, with one clear decision per person. Open the forecast.

Question 14

Which teams and KPIs does it support?

Accepted Answer

Pick Customer Support, Customer Success, Sales or Account Management for ready-made KPIs, or build a custom team from a library of 65 KPIs such as SLA, speed of answer, lost calls, quota or NRR. You can also add your own KPIs with their unit, target and direction.

Question 15

How is the 3-month forecast calculated?

Accepted Answer

For each person and metric, the tool draws a straight-line trend through the last 3 months and extends it by 3 more months. A CSAT of 86%, 85% and 84% falls about 1 point a month, so it forecasts about 81%. The details also show a rough range. It is an estimate, not a guarantee.

Question 16

How does it suggest keep, coach, training or a review?

Accepted Answer

Keep & reward = every target met today and in 3 months. Coach = close to target, or below but improving. Training needed = below target with no improvement. At risk = more than 5% below target on 2 or more metrics and getting worse overall. These are suggestions to plan a conversation; decisions about someone's job need human judgment and your HR process.

Question 17

Why do I need to enter my email to see the conclusion?

Accepted Answer

The results and the PDF report are free in exchange for an email, asked once in a pop-up. The report is then sent to that address and you also receive the Clarivoxx Insights newsletter, which you can leave in one click. The "See an example" button shows a sample result without an email.

Question 18

Is my team's data saved?

Accepted Answer

Your team setup and results are kept in your own browser so you can come back later; "Start over" clears them. When you enter your email to see the conclusion or get the report, the PDF (with the names and results you entered) is stored on our server under a private link and emailed to you. Download PDF and Excel are built in your browser.

Question 19

How many people can I add, and can I download a report?

Accepted Answer

You can add up to 30 people per team. At the end you can download the whole team as a PDF report, with month-by-month results, the forecast, the root cause and an action plan for each person.

Question 20

Is 3 months of data enough to decide on someone?

Accepted Answer

It is enough to see a direction, not to be certain. Use the result to plan conversations, coaching or training, and update the numbers every month rather than relying on the report alone.

Question 21

Which ebooks do you sell?

Accepted Answer

The library has 3 PDF ebooks by Abdessamad Ghanem: The Professional Customer Support Playbook ($19.99, 103 pages), Head of Support ($39.99, 233 pages), AI at Work ($29.99, 347 pages). Each book page lists what is included, the chapters, the bonus resources and who the book is for.

Question 22

How do I pay for an ebook?

Accepted Answer

Ebooks are paid securely through Lemon Squeezy, which acts as the merchant of record and handles card and PayPal payments. Prices are shown in US dollars. Click "Buy the ebook" on a book page: the secure checkout opens on top of the page.

Question 23

Do I have to pay VAT or sales tax?

Accepted Answer

Lemon Squeezy, as merchant of record, shows any sales tax or VAT that applies in your country before you pay, and sends your receipt.

Question 24

How do I receive my ebook?

Accepted Answer

The PDF is delivered right after purchase: you get a download link by email and on the confirmation screen. If it has not arrived within one hour, check your spam folder, then write to contact@clarivoxx.com and we will send it.

Question 25

Can I get a refund?

Accepted Answer

Yes. Every ebook has a 14-day money-back guarantee: email contact@clarivoxx.com within 14 days of your purchase with your order email and you are refunded in full, no questions asked. See the terms of sale.

Question 26

Can I share the PDF with my team?

Accepted Answer

You may read the book on all your devices and use its templates and worksheets in your own work and with your own team. You may not resell, share publicly, upload or distribute the PDF or its content. Full license in the terms.

Question 27

Does Clarivoxx see my card details?

Accepted Answer

No. Payments are handled by the payment provider, which processes your card and billing details. Clarivoxx never sees or stores your card number.

Question 28

Can I review a book I bought?

Accepted Answer

Yes. Each book page has a reviews section where you can leave a rating and a short review. Reviews are published anonymously; your email is never shown and is only used to prevent spam and duplicate reviews.

Question 29

What is Clarivoxx Insights?

Accepted Answer

It is the free Clarivoxx newsletter: practical frameworks, formulas, templates and real examples on churn, health scores, NRR, support and customer success operations. Every past edition is free to read in full on the newsletter page.

Question 30

How often will I get emails?

Accepted Answer

About five emails a month: a new article every Monday and the newsletter on the 1st of each month. The welcome email arrives right after you subscribe, and you can unsubscribe in one click from any email.

Question 31

What is the welcome offer?

Accepted Answer

Subscribe to the newsletter and get a $20 coupon code (WELCOME20) for one ebook priced above $20 (today: Head of Support, AI at Work). The code is shown on screen and sent to you by email. The offer is open to new subscribers until 15 October 2026, and the code can be used until 15 November 2026.

Question 32

How do I use my coupon code?

Accepted Answer

Type WELCOME20 in the "Have a promo code?" field on the ebooks page or on a book page: prices update straight away and the code is passed on to the checkout. You can also enter it at checkout.

Question 33

What are the rules for the coupon?

Accepted Answer

The WELCOME20 code ($20 off) can be used once per customer, cannot be exchanged for cash and cannot be combined with other offers. It is a discount, not cash or store credit, and works until 15 November 2026. See the terms.

Question 34

I am already subscribed. Can I still get the code?

Accepted Answer

Yes. Enter your email in the offer pop-up: if you are already on the list, the code is applied on the site and sent to your email again.

Question 35

How do I unsubscribe?

Accepted Answer

Every email has an unsubscribe link that works in one click. After that you get no more newsletters, articles or reminders.

Question 36

What personal data does Clarivoxx collect?

Accepted Answer

Only what each feature needs: your email for the newsletter, templates and reports; your rating and review text for book reviews; your name, email and message for the contact form; and analytics data only if you accept cookies. The full list is in the privacy policy.

Question 37

Does Clarivoxx use cookies?

Accepted Answer

The site stores a few small items in your browser to work properly, such as your cookie choice, an applied promo code or the fact that you already subscribed. Google Analytics is used only if you click "Accept" on the cookie banner, and no advertising cookies are used.

Question 38

How do I withdraw my analytics consent?

Accepted Answer

Open the privacy policy and click "Withdraw my analytics consent" in the cookies section. The page reloads with analytics turned off.

Question 39

Do you sell my data?

Accepted Answer

No. Clarivoxx does not sell or rent your data. Service providers (hosting and database, email delivery, analytics with your consent and the payment provider) process it only to run the site.

Question 40

How do I access or delete my data?

Accepted Answer

Write to contact@clarivoxx.com to access, correct, export or delete your data, object to its use, or withdraw consent. You get an answer within 30 days. If you live in the EU or the UK, you can also complain to your local data protection authority.

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