Consultants & advisors
The Support Queen
The Support Queen: a consultancy for everything customers see, filed under Consultants & advisors
First seen in this issue: The Support Queen, the consultancy of Nia Lock, a business consultant and developer. She works from Madrid, remotely, with online and physical businesses worldwide. The work is hung in one room: SEO, Google Ads, custom website design and development, customer support systems, AI integrations, knowledge bases and crisis management. Custom apps, platforms and automation sit alongside. Two ways to engage. Take the advice and carry it out yourself, or leave the work to be done for you. A developer's background means recommendations are built, and the attention goes to structural fixes, not tone alone.
What it is
Businesses that want sharper customer-facing work, whether they trade online or from a physical premises, can turn to The Support Queen, the consultancy run by Nia Lock, a business consultant and developer. Services span SEO, Google Ads, tailor-made website design and development, customer support systems, AI integrations, knowledge bases and crisis management.
Guidance can simply be taken away and put into practice by the client, or Nia can carry out the work instead. Her base is Madrid, and she serves clients across the globe remotely.
First things you notice
- Organic search growth through SEO
- Paid growth with Google Ads
- Bespoke website design and build
- Ticketing systems for support
- AI integrations for support teams
- Self-serve knowledge bases
- Handling crises and disputes
- Tailored apps, platforms and automation
Pricing
Pricing model: Paid
In brief
- What is the scope of your services?
- Everything that faces customers: SEO, Google Ads, website design and development, bespoke apps, support systems, AI integrations, knowledge bases and crisis management.
- Is it guidance only, or do you carry out the work as well?
- Both are possible. Nia is able to create the dashboards, workflows, help centres and integrations that she suggests.
- Is AI customer support something you can assist with?
- Yes. AI live chat and AI ticketing deal with routine questions, passing tricky or sensitive cases on to a person.
- What happens during a consultation?
- It is a discussion of where support is causing pain and what a good outcome looks like, so you leave with practical ideas. Any implementation can be scoped jointly.
- Which types of business are your clients?
- Online and physical alike. They range from a small company overwhelmed by support, to a salon or gym wanting its own custom billing or customer-retention app, through to large, established names — I've worked on everything from PBN.LTD (a major hosting company) to SEO for Vivastreet. I'm based in Madrid and work remotely with clients worldwide.