№ I
A Short Note
A short reading from the bureau. The full piece is in production.
A DTC brand whose customer support
collapsed at Black Friday.
Six operators paired on a single Gorgias queue. First-response time halved. NPS rose 18 points across the following quarter. Now the standing arrangement runs three shifts, follow-the-sun.
The full case is in production.
The short version
Available unedited from the Concierge on request.
This case is in production. We're working through the editorial review with Meridian's COO and expect to publish the full piece in the next edition.
The short version: Meridian came to us in February 2024 after a Black Friday peak that broke their three-person in-house support team. Tickets had been queued for nine days at the worst point. We paired six operators across three shifts, all reading the same SOP and the same brand voice guide, edited weekly by our customer-experience editor. Within ninety days, first-response time dropped from 14 hours to 6.5, NPS rose from 41 to 59, and the brand's COO was — in her words — "sleeping again."
The Concierge can share the full ticket-time and NPS curves on request, along with the section editor's quarterly review notes.
№ III
Brief Us
If your situation rhymes
with this one —
Send a one-paragraph brief. We'll write back inside four business hours with either a proposal or an honest decline.