Customer support staffing
We put trained people on your inbox and tickets in your brand voice, with agreed response times, so you stop answering the same shipping question forty times a week.
What breaks
The founder is the support desk
Support is the work that expands to fill whatever time exists. It is also almost entirely repetitive, which makes it the single largest recoverable block of hours in most owner-operated stores.
Response time decides the sale
A large share of pre-purchase questions are conversion moments. An answer within the hour converts; an answer the next day usually arrives after the purchase was made elsewhere.
The same questions arrive forever
Sizing, delivery times, returns and compatibility repeat endlessly. Each is evidence of something missing from the product page, but nobody has time to close the loop because they are busy answering.
Nothing is documented
Answers live in the founder's head, so nobody else can take the work on without a long handover — which is precisely why the handover never happens.
How we find it
Ticket volume and category analysis
What actually arrives, in what volume, and which categories are pre-purchase versus post-purchase — they have different urgency and different value.
Response time measurement
Current first-response time by channel and hour, including the gaps where nothing is answered at all.
Deflection opportunity
Which recurring questions should be answered on the product page or in the post-purchase flow instead of by a person, one ticket at a time.
How we fix it
Document the answers first
A macro library built from your actual tickets and approved by you, so responses are consistent and correct before anyone else touches the inbox.
Staff the inbox
Trained contractors from our bench handling email and chat in your brand voice, working to agreed response times, with escalation rules for anything genuinely needing you.
Close the loop on repeats
Recurring questions fed back into product pages, shipping information and post-purchase email so the volume falls rather than being handled more efficiently forever.
What changes after
- Pre-purchase questions are answered fast enough to still convert.
- Recurring questions decline as they get answered before they are asked.
- Support knowledge lives in documentation rather than in one person's memory.
- The owner stops being the bottleneck for routine questions.
These describe the mechanism of improvement, not a guaranteed outcome. Results depend on your product, margin and market — the written guarantees are in section 7 of the Terms.
Questions
Who are the support staff?
Vetted contractors from our bench, trained on your macro library and supervised by us. They are not an anonymous overflow pool — you will know who is on your account. We deliberately keep the client list small enough that this stays true, and when capacity is full we say so rather than quietly stretching the bench.
What hours are covered?
Coverage is agreed in advance and written into the engagement, matched to when your customers actually message rather than to a generic business day. We will not promise 24/7 unless we have staffed it, because an unmet response commitment is worse than an honest narrower one.
Find out whether this is your bottleneck
The free diagnostic scans your storefront and tells you where the problem actually is — which is often not where it feels like it is.