Koltrix
Customer support
After-hours and weekend email coverage for small teams
Four ways to cover support email after hours and on weekends, a decision table by customer type, a definition of urgent, and ways to protect your team's rest.
4 min read
Customer supportFirst response time vs resolution time: which to optimize
First response time is easy to game and resolution time is what customers feel. How to define both, measure them honestly, and know when speed really matters.
4 min read
Customer supportEmail SLAs for small support teams: targets you can keep
How a small support team can set email response targets by tier, choose business or calendar hours, publish expectations, and handle the misses honestly.
4 min read