From a 22-hour to a 6-minute support response

The problem

First response on support tickets averaged 22 hours, which frustrated customers and drove churn. Requests came in over five disconnected channels, including a ticketing tool, calls to operations, messages to sales reps, and a 1-800 line, and about half were resolved outside any system. Only 10% came through the app, and only 10% were assigned to the right person automatically. Calls went to voicemail, and an executive still took 5–10 support calls a day.

The root cause

There was no structured front door. Customers couldn't say which order or issue a ticket was about, so a person had to read, categorize, and route every message. The most common questions (credits, returns, invoices, delivery delays) had no self-service path, and even a small credit needed escalation.

With several warehouses, agents had to search multiple systems to find which one filled an order. Customers called for delivery times on trucks the company already tracked by GPS. And with so much work outside the ticketing system, no one could see the real queue.

What we did

In the app, the customer picks the order and the issue, which creates a tagged, linked ticket. The system routes it to the right group and agent, with alerts for overdue tickets. Every channel feeds one system: a masked 1-800 line, in-app chat, and calling.

Agents see delivery and billing details on each ticket, including which warehouse filled the order, and can approve credits up to $50 per order and $500 per customer a year without escalating. Customers can see their invoices, credits, returns, and truck location in the app. Root-cause tags on resolved tickets go back to operations to fix what generates them.