From 51-hour response times to 6 hours in 90 days.

The starting point

The brand owner came to us frustrated. The customer support team looked fine on paper. The metrics did not. First response times averaged 51 hours. Tickets sat unresolved for nearly four days on average. Customers were getting impatient. Cancellations were piling up. Complaints were spreading on social. Revenue was leaking.

What we found

The numbers told one story. The team told another. When we dug in, we found accountability gaps inside the existing team. Agents were misrepresenting their work. Logged hours did not match output. The owner had been told the team was overwhelmed. The reality was that work was not being done.

One team member was performing well. Everyone else needed to go.

What we did

The rebuild took 90 days and broke into four parts:

• Removed the underperformers. We documented the issues, gave the owner a clean off-boarding path, and exited the agents who were not delivering.
• Kept and elevated the one reliable agent. We promoted her to team lead and built her into the operational anchor. New workflows, new reporting cadence, new escalation paths, new QA process. She is still being developed toward full management. The point is that we did not parachute in our own people. We rebuilt around the right person who was already there.
• Rebuilt the Gorgias configuration. New tags, new macros, new automation rules, new views. Everything mapped to the brand's actual top ticket drivers, not the generic template the previous team had been working from.
• Installed proper accountability. Hubstaff with QA review, weekly performance reporting, ticket-level audit. The new system made it impossible to bill hours without doing the work.

"The brand owner stopped thinking about customer support entirely. That was the goal."

Why this engagement worked

Most CS agencies optimize the platform and leave the team alone. Most BPOs replace the team and ignore the platform. We did both, in the right order, and held the team accountable to the new system once it was live.

The 88% lift on response time did not come from a new macro. It came from removing the people who were not doing the work and giving the one good agent a system she could actually use.

That is what "hire and forget" looks like in practice. Not a black box. A rebuilt one.