As ticket volume grew, response and resolution times extended beyond acceptable thresholds. First Response Time reached 30-45 minutes; average resolution times stretched to 12-24 hours. With a customer base that includes web agencies and resellers managing their own clients on the platform, sustained delays at that level carried meaningful churn risk. Founders were absorbing approximately 80 hours of support work per month, largely escalations that had exceeded the team's capacity.
The group needed additional support capacity without the lead time of recruitment and training across four distinct brand environments.
