CASE STUDY · 10 MIN READ · JUN 2026
How we cut first response from 51 to 14 minutes
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 response14 minwas 51 min
Resolution3h 12mwas 6h 40m
WISMO share28%was 41%
Agent tabs per reply1was 3–4
MEASURE THE FLOOR, NOT THE DASHBOARD
We tracked median first response on business hours, stopped the clock on waiting for the customer, and reviewed p90 weekly so night gaps could not hide.
IS
InboxServe operations team
Written from the support queue · Updated Jun 2026