Setting Up 24/7 Customer Support for a Growing E-Commerce Brand

The Challenge

QuickServe was handling customer queries through a shared Gmail inbox. As orders grew from 50 to 500 per day, response times ballooned to 24+ hours and customer satisfaction dropped.

Our Solution

We set up a tiered support system with ticketing, created a knowledge base for common queries, trained a 4-person support team, and implemented live chat on their website. Average first response time dropped from 24 hours to 15 minutes.

How we did it

1. 1Audited three months of inbox traffic to find the twenty questions that made up most queries, then built answers around them.
2. 2Set up tiered support: a self-serve knowledge base, live chat for urgent issues, and a trained four-person team for everything else.
3. 3Wrote playbooks for refunds, shipping issues and escalations so every agent resolves common cases the same fast way.
4. 4Instrumented everything with CSAT surveys and response-time tracking, then reviewed the numbers weekly with the founder.

Results

Key takeaways

• A shared Gmail inbox does not scale past a few hundred orders a day - response time fell from 24 hours to 15 minutes after tiering.
• The knowledge base deflected 40% of tickets within two months, cutting support cost 40% while CSAT rose 35%.
• Support data feeds product decisions: the most-deflected questions showed where the buying flow itself needed fixing.