Tech Tool Stack: Zendesk (Ticketing, Helpdesk, AnswerBot), Sprout Social (Twitter, Facebook), Mode (Data Science)Ticket Volume: Few hundred tickets on a daily basisTicket across channels: 80% Email, 10% (Twitter, Facebook, Instagram, Reddit), 10% (Google PlayStore, Apple App storeCase deflection with Answer Bot is ~5%They have Tiered Support — Tier-1/Tier-2 (outsourced), Tier-3 (internal). 8 support employeesMetrics : First Response Time (FRT), Customer Satisfaction (CSAT), Full resolution time, Customer Request VolumeThey decided to delist from Galaxy Store due to overhead of software maintenance, need for support agents to have a separate testing unit and lack of RoI in terms of users.Chat "bots" didn’t work for them in the past but they are considering introducing live chatAlso, exploring customer communities after seeing good engagement on reddit
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