A 51-minute median first reply is not a staffing mystery. It is usually a context tax: every reply starts with a Shopify hunt. Remove the hunt and the clock drops fast.
What moved the needle
Order context beside every thread. Suggested replies grounded in live tracking. A clear queue so night coverage did not inherit a pile of “still looking it up” drafts.
BEFORE → AFTER (MEDIAN)
- First response
- 14 min
- was 51 min
- Resolution
- 3h 12m
- was 6h 40m
- WISMO share
- 28%
- was 41%
- Agent tabs per reply
- 1
- was 3–4