As we continue to focus on improving our shipping and customer service experience, I would like to share some important updates regarding our progress.
I previously relayed some challenges we have faced with staffing to support the hobby growth and get established in our new building. Throughout June, we continued adding more than five new team members per week to drive down our shipping times. The good news is that we reduced our Rushed Shipping turnaround by more than ten days in June. A key focus of July is to get Rushed Shipping back down to 5 days and maintain that consistently going forward.
We discovered a particular growth pain in June that impacted delivery times. Due to an error in our system related to the move, some expensive items and large orders were not appropriately prioritized and, as a result, experienced additional delays. This was exceptionally painful for us, and this system issue is now resolved. Going forward, you should experience consistent improvements in ship times, especially for our Rushed and Express services.
While experiencing delays in shipping, many of you reached out to Customer Service. Those of you who have been with us for a while know that we pride ourselves on having industry-leading customer service and have high standards for our team. We hire collectors, and there is a lengthy onboarding process and learning curve to come up to speed on our one-of-a-kind system. Over the past year, with the industry growth and our compounding shipping issues, our customer service ticket volume has skyrocketed. Here is what we have done in response:
- We increased the size of our Customer Service team from 5 to 20 agents.
- We built training resources so new team members are better equipped with the answers you need.
- We extended CS support times to provide around-the-clock coverage.
In June, we reduced our ticket backlog from 12K to 6.5K. We are currently responding to 70% of tickets within 24 hours. As we continue working through the backlog of tickets, our CS team’s goal is to achieve a 100% response time in fewer than 24 hours by the end of July. Once we achieve this goal, we will resume offering real-time support during business hours to ensure we respond to and resolve your issues as quickly as possible. The mission of COMC has always been to “optimize enjoyment for collectors.” We are committed to improving your experience and regaining your trust. Tim and I will not stop until COMC is making you smile once again.
– COMC President and Cofounder