Found out why your support team hates Mondays

Just watched a support agent handle 47 tickets in one morning

Same questions - - - Different words. Copy, paste, rewrite, send... Copy, paste, rewrite, send... Copy, paste, rewrite, send…

Brutal.

Looked at their screen time:

• 3 hours writing custom responses
• 2 hours jumping between tools
• 1 hour searching for old answers
• 30 mins actually solving unique problems

This isn't a support problem. It's a system problem.

Your support team isn't drowning because they can't swim or because this week’s supply of honeycomb crunch biscuits hasn’t come in yet… They're drowning because they're carrying bricks.

Here's what actually works:

Build a single source of truth for answers. One place, not twenty. When someone writes a phenomenal 11/10 response, it becomes the master template.

Create shortcuts for common responses, like typing "/refund" pulls up the full refund policy with all the right details.

Consolidate the tools, one inbox for everything - email, chat, social, everything. No more tab juggling.

Most importantly - track what questions keep coming up. Fix those issues at the source instead of answering them 500 times.

Here's what happened when we did this:

• Same support quality
• 70% less work
• Happier team
• Faster responses

Doesn’t get better than that

Speak soon,

Thomas

Watch Thomas Hassett's YouTube: https://www.youtube.com/@ThomasHassettOfficial