Customer Support Center Setup
E-Commerce Brand
A fast-growing e-commerce brand had outgrown a founder-and-a-few-inboxes support model and was drowning in 5,000+ daily tickets. Bricksense stood up a full support operation in three months.
The Challenge
Ticket volume had tripled in a year. Response times were measured in days, the same questions were answered from scratch every time, and there was no reporting to plan staffing against.
The brand needed trained agents, a proper helpdesk, quality standards, and coverage across time zones — fast, and without the founders running it.
Our Approach
Operating model
We defined channels, hours, tiers, and escalation paths, and sized the team against forecast volume.
Helpdesk & knowledge base
A configured helpdesk with macros, routing, and a maintained internal knowledge base for consistent answers.
Recruit & train
Agents recruited for the brand's voice and trained on product, tone, and policy before going live.
QA & WFM
Scorecard-based quality reviews and forecast-driven scheduling to hold service levels.
The Solution
A dedicated team now covers email and chat across extended hours, working from a helpdesk with templated answers and a knowledge base, to defined quality standards.
The founders get weekly reporting on volume, response time, resolution, and satisfaction instead of a full inbox.
What We Delivered
- Support operating model and staffing plan
- Configured helpdesk with routing, macros, and SLAs
- Maintained internal knowledge base
- Recruited and trained agent team with QA scorecards
- Workforce management and weekly performance reporting
The Results
First response time dropped from days to under two hours, with 96% of tickets resolved without escalation and customer satisfaction at 4.9 out of 5.
The operation handles 5,000+ tickets a day and scales with promotional spikes, entirely off the founders' plates.
In three months we went from a chaotic inbox to a real support operation. Under two hours to first reply, 4.9 CSAT, and we barely touch it.