The night shift problem: support after 6 pm
Customers write at 11 pm and hear back at noon. Most of those questions could be answered in seconds.
Hana Okoye
Co-founder & CEO
6 min read
Look at your inbox by hour and you'll see it: a second peak after dinner, when customers finally have time to sort out their orders.
The cost of waiting until morning
A question asked at 11 pm and answered at noon has already cost you. Some customers buy elsewhere. Others write in again, doubling the queue.
Cover the night without a night team
Start Relay on your top ten after-hours questions. Keep review mode off for those topics and on for everything else. Check the morning report for anything it handed off.
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When to hand off to a human, and how to do it well
Written by
Hana Okoye
Co-founder & CEO
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