What a month of tremendous progress and growth for COMC! Last month, I reported on improvements made to our shipping services. This month, I am excited to share that we finally got through our backlog of customer service tickets and are ready to roll out some exciting new improvements. Our CS team is now equipped to provide you with same-day responses as well as offer real-time support through our live chat service.
Throughout the past year, our CS team has worked tirelessly to keep up with hundreds of new tickets daily and thousands of tickets in our backlog, all the while developing training materials and onboarding new team members. We have heard from you that responsiveness has been a significant pain point. Our continued effort and commitment to improving your customer experience is finally being realized.
With the ticket backlog behind us, we will be investing in quality improvement efforts to deliver the best-in-class customer experience. For the remainder of the year, we are focused on launching our quality assurance program in CS, specialized account management services, and delivering real-time support. In addition, we will engage more with you through customer surveys, feedback programs, and focus groups. We want to provide you with multiple channels to communicate with us about our services.
Not only have we made strides on improving your customer experience, but if you recently placed a shipment request, you likely noticed our shipping times have markedly improved. In August, we broke another record, shipping over 575K items! This is the second consecutive month we have increased our shipping output by more than 15% month over month. For the last three years, we averaged 285K cards shipped per month, while never shipping more than 360K cards in any given month. For the last four months, we averaged more than 465K cards shipped per month. We continue building our shipping team as we clear through our Economy backlog and prepare for Black Friday.
On the Listing Team side, we grew our team of Card Specialists by over 40%. This is a direct investment in increasing our listing capacity. Please stay tuned for further updates as we gear up for basketball, football, and hockey season. With all the recent developments in the Industry, Tim and I remain energized and focused on making COMC your favorite place to collect and the place you can count on to bring joy to your day.
Thank you,
Julia Getsch
– COMC President and Cofounder