Dispatch
Running a team
Queues, staffing, tone and the numbers worth watching.
How many people a messaging queue actually needs
Concurrency, not volume. Why messaging staffing is unlike phone and email, and how to work out the number from your own data.
The five numbers worth putting on a wall
Unanswered now, oldest unanswered, median and 90th first reply, resolution rate and reopens. Why averages hide the failure.
Auto-replies that help, and the four that make people angry
When an automatic reply improves service and when it destroys it, with the four patterns to avoid and what to send instead.
The case against running your business on someone's personal WhatsApp
One phone, one person, no history when they leave. The five specific failures of running customer conversations on a personal WhatsApp.
Choosing the phone number your business will message from
A decision you make once and live with for years. Personal, new, landline or virtual - what each costs you later.
Articles 15 to 19 of 19. New ones are announced on WhatsApp, or take the feed.