E-commerce Admin Rescue for a Home Goods Store
Support-plus-data routines that cleared a peak-season pile.
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Overview
What the Client Needed
A five-person startup whose founders answered every ticket themselves — including at midnight before releases.
The Challenge
Growth doubled ticket volume in a quarter, and the founders were the support team. Replies slowed, tone varied by exhaustion level, and the same five questions arrived daily because no help article existed to deflect them.
The startup needed a real desk: triage, fast first replies, a living help center, and a feedback loop so support tickets informed the roadmap instead of just interrupting it.
Our Approach
We wrote the playbook from the founders' best past answers — tone guide, escalation paths, and refund rules — then took over the queue with same-day replies and a priority lane for paying-account issues.
From month two, repeat questions became help articles and macros, cutting incoming volume while first-reply speed held. A Friday note now tells the founders what broke, what confused users, and what to fix next.
Outcome
What Changed
Founders are out of the ticket queue entirely, except true escalations.
First replies go out the same business day, with priorities answered in hours.
Help articles now deflect the most-asked questions before they become tickets.
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