Flashback · Customer Operations Specialist · June 2026
Cutting reply time 72% across a high-volume support inbox
Consolidated a growing ecommerce brand's scattered channels into one Front workflow, then cut average reply time 72% while handling 1,028 messages in three weeks.
The situation
A growing ecommerce brand had customer messages arriving through scattered channels, and every extra inbox ate into response time. The team needed one place to work from, not more people checking more tabs.
What I did
I consolidated every customer message into a single Front workflow and rebuilt how the queue got triaged, so the right conversations surfaced first and nothing sat waiting in a channel nobody was watching.
The numbers
Over a three-week window, June 1 to 20, 2026, I personally handled 1,028 messages, up 41% on the period before.
- Average reply time fell 72%, to 2h 59m, down 7h 41m.
- First reply time fell 74%, to 2h 55m, down 8h 26m.
- 55% of replies now go out within 45 minutes, and 36% within 15.
What it means
A support queue that responds fast without needing more headcount. The speed comes from the system, not from someone refreshing an inbox all day.