Captions · AI video editing app
Offer round-the-clock support with one agent each in the Americas, Asia and Europe
58-second average first reply; guest sees it as an edge over slow competitors
Workedcustomer-supportretention
What they did
Follow-the-sun staffing: at least one agent in the Americas, one in APAC, one in EMEA, always at least one or two humans on. Time to first response counts even if the first reply is just 'we received your message'. Suggested ramp for smaller teams: 8 hours x 5 days, then 10 hours x 5 days plus some weekend, then 12 hours x 7 days, then 24/7. Once you market 24/7, you must keep the promise.
What happened
58-second time to first reply vs competitors that take 48 hours or only offer Discord.
- Stage
- Scale (scaling)
In their words
Sub Club by RevenueCat · How to Reduce Churn & Boost Growth with Fast, Empathetic Customer Support — Eli Winderbaum, Captions“There's a common term called follow-the-sun support, and essentially you just have one person in Americas, one person APAC, one in EMEA, and that's how we have it set up, too.”
“try and get to five days a week, you know, eight hours, five days a week, and then get to maybe 10 hours, five days a week, add a little bit of Saturday and Sunday, and then try and get 12-hour support all seven days”
“but for us, we're currently at 58 seconds as time to first reply.”
Related topics
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