Join the support insights community to stay up to date on new podcast episodes - https://sentisum.com/resources/community In today's episode of the Support Insights Podcast we talk to Justin Rezende, Head of Support at Shopify Logistics about how he reduced reply times by over 90% at Deliverr and the specific method he uses to calculate actual transaction time on tickets. Justin will be taking us through the important role support touchpoints play in managing client experience, and how properly calculating optimal headcount can remove the guesswork in improving client relationships - as well as the negative impact an understaffed support structure can have. We'll also be discussing the acquisition of Deliverr by Shopify Logistics, and how staying aligned on the goal of making commerce accessible to businesses and delivering great experiences aided the transition. Plus, hear Justin's advice for anyone looking to take steps to reduce their own response times. Music: Savour The Moment by Shane Ivers - https://www.silvermansound.com