A few years ago, most founders didn’t really care about customer support. It wasn’t something people spoke about in pitch decks or tweeted about on founder threads. You focused on product, growth, ads, support came much later, often as a reaction to angry emails. But today? That’s

People do not buy goods and services. They buy relations, stories, and magic.” — Seth Godin If you run a DTC (Direct-to-Consumer) brand, you already know how important customer support is. Unlike traditional retail, you own the entire customer journey, from the moment someone discovers your product to long after they

Table of Contents 1. Introduction: Why Support KPIs Matter 2. 5 KPIs to Track After You Hire Support a. First Response Time (FRT) b. Resolution Time c. Customer Satisfaction Score (CSAT) d. Ticket Volume & Distribution e. Customer Feedback Trends (Beyond CSAT) 3. Don’t Just Hire Support. Measure It.

If you're hiring customer support for your ecommerce or Shopify store, you're likely stuck on one key question: Should you hire someone with deep industry knowledge, or someone who simply knows how to treat people well? It feels like a tradeoff. A rep with industry experience

Let’s be real: founders already wear enough hats to open a department store. Between pitching investors, refining the product, managing a team, and firefighting chaos at 11 p.m., there’s barely time to breathe. Now add customer support to the mix. Emails. Refunds. Live chat. Instagram DMs. That

“This product is amazing… but the customer service? Absolute nightmare.” Sound familiar? We’ve all seen (or maybe written) reviews like that. And in 2025, where one viral Reddit thread or Trustpilot rant can dent your entire business, poor support isn't just a bad look, it’s a

Hiring customer support reps might sound like a job for a full-blown HR team. But for most early-stage startups, that luxury doesn’t exist. Resources are tight, headcounts are lean, and speed is everything. The good news? Some of the best customer service teams in fast-growing startups were built without

Your peak season can make or break your entire year. Most e-commerce brands spend weeks perfecting ad campaigns, prepping inventory, and building up excitement for the big sale. But when the orders start flowing in, one critical piece often falls apart - customer support. Hiring customer support that can scale

You can build the sleekest product, the flashiest ad campaign, and the most viral brand, but if your customer support is broken, it will catch up with you. And when it does, it’s not just about fixing tickets. It’s about losing trust, sales, and sometimes the entire business.