#ask-the-community
Thread
Morning ☀️
What is everyone's current customer support setup? How many team members do you have for your customer size? Do you use an Ai tool, if so which? How have you improved response time and reduced workload from the human team?
We have 3 full time CX members based in South Africa. We use gorgias and gorgias AI. We do about 1,200 orders D2C / month and same amount via other channels
• we got 1 almost full-timer (8-14:30 every day, young mom, amazing stats) and 7 student workers.
• They speak Danish, Dutch, German, and English language (98% of tickets are handled in local language).
• They work from our Copenhagen and Amsterdam offices.
• Live chat open 9-4pm every day.
• They handle on average 14 tickets per hour (approx 6000 Shopify orders per month)
• Stack: Gorgias and
• Biggest productivity booster has not been AI though, but a new return portal, from Postco!
the reason why I dont like full-timers is because its a repetitive job. It kills your brain to do it 8 hours a day, 5 days in a row.
Plus we also used to have issues with people quitting CS right when they become good. Student workers and young moms stay for years, maybe on average 3x as long as the average CS worker
how many would be online at once @Kasper - LABFRESH?
Hi @George very good question! I'm also looking for 1 app to combine customer questions of all our channels. We work with a customer agent in Suriname via Upwork. She works 12 hrs per week for around 800 shopify orders a month.
Good question! We have 2 customer support team members working full time covering 16 hours in a day. We have weekly calls. They are great! Found them through . Currently using Richpanel as ticketing system.
<@U091N6KK6BY> what made you choose for Richpanel over Gorgias?
In the beginning cheaper tbh, but switching now with a team that is working great with Richpanel takes some training again. I might have a look into that as well.
@George at least 1 for the chat
but we cannot have 3 nationalities live at all times
<@U091N6KK6BY> cheap solutions can be very nice for P&L. We're not using anything at the moment so I'm looking around for the best option here.
I do not believe i cheap solutions for this - the amount of crazy loyal and profitable customers we got through amazing CS is wild!
Thanks Kasper! Will take that one as a learning ✅
We have two mums who do a few hours a day. One does Monday, tues and the other wed-fri. Works perfectly for us.
How many tickets do they handle per day/hour @Tom Reid?
Great insights - thanks everyone !