LEVELS – A Whole New Level cover image

#134 - Startup operations, infrastructure, & scaling it all | Chris Jones, Michael Mizrahi, & Ben Grynol

LEVELS – A Whole New Level

00:00

Then I Was Like, Let's Slow Down

Email was the lowest performing csat channel of all the ones, according to a study by nest. When staff responded within five minutes and 15 minutes an hour, sesat response rates went up. But when they didn't respond for more than four hours, service levels declined. The company is now using this data to model how it should scale its support team in the future.

Transcript
Play full episode

The AI-powered Podcast Player

Save insights by tapping your headphones, chat with episodes, discover the best highlights - and more!
App store bannerPlay store banner
Get the app