Cratejoy was drowning in a shared phone and a spreadsheet. Six weeks after switching, their average first response dropped from hours to under four minutes. Here is how.
From shared phone to shared inbox
The first win was simply seeing every conversation in one place, assigned to a real owner. No more “who is handling this?” — every thread had a name on it.
Automate the first reply, escalate the rest
Keyword auto-replies covered the most common questions instantly, while anything nuanced routed to the right agent. The result: faster answers and a team that finally felt in control.
DO
David Okonkwo
Head of Customer Success, Wasparks
David Okonkwo writes about messaging strategy, customer communication, and building businesses that put conversations first.