A week inside our support desk
Every ticket, every reply, every fix for five days. Nothing edited.
Lily Hart
·
7 min
We promised to show our work, so here's a whole week of our support desk, nothing edited.
The numbers
41 requests from 23 clients
Average first reply: 38 minutes
3 fixes shipped the same day
0 requests waiting over the weekend
Monday and Tuesday
Mostly small changes: new opening hours for a clinic's receptionist, a new price in a quote template, an extra question on an intake form. Each took under an hour.
Wednesday
One real issue: a payment provider changed a setting and two invoices didn't match in the accounts. Our monitoring flagged it before the client noticed, and it was fixed by lunch.
Thursday and Friday
Ideas. Clients who had been live for a few months asked what else could be automated. Four of them booked a planning call.
What we learned
Most requests weren't bugs. They were ideas for the next thing to automate. That's a good sign: it means the first automation earned enough trust to try another.
