We are connecting with e-commerce brands to understand how they manage customer support operations and where they face challenges in scaling, coverage, or efficiency.
Our goal is to uncover actionable insights into current practices, pain points, and opportunities for brands to enhance support performance, without directly promoting any solution.
Specifically, we want to learn:
✔️ Support Operations & Structure – Whether brands manage support in-house, outsourced, or through a hybrid model.
✔️ Ticket Volumes & Resolution Practices – How many requests they handle and how efficiently they are resolved.
✔️ Challenges & Bottlenecks – Pain points in response time, service quality, AI adoption, or coverage gaps.
✔️ Support Coverage Gaps – Need for after-hours, weekend, or holiday support.
✔️ Expansion & Staffing Plans – Plans to hire additional agents, adopt AI or automation tools, or outsource support.
✔️ Insights & Reporting – Whether brands track agent performance and actionable metrics to improve support quality.
Who should participate:
1) Brands experiencing growing ticket volumes or struggling to meet response time goals.
2) Companies planning to hire or expand support teams in the next 3–6 months.
3) E-commerce businesses needing after-hours or weekend coverage.
4) Brands exploring automation, AI, or outsourced support models.