Shopify Support KPIs for Founders
If the founder watches ticket volume only, they will hire too early.
If the founder watches ticket volume only, they will hire too early.
The formula
Cost per order, FRT after 7pm, reopen rate, refunds by AI. That is the dashboard. Kill the other twelve. Write the inputs on a napkin: tickets, minutes, loaded hourly, software, refunds you treat as ops. If an input is missing, you do not have a KPI — you have a mood.
Human touches on this ticket type before vs after the change.
What “good” looks like
- After-hours first response that still moves (an agent, not a hero).
- Reopen rate that does not rise when AHT falls.
- Cost per order that finance will repeat without a footnote.
- CSAT split by ticket type — late freight vs refunds are not the same sport.
How this number lies
Deflection that becomes an email 10 minutes later is not deflection.
Split it or ignore it
If your desk cannot cut the number by type (WISMO, refund, exchange, other), change the reporting before you change the tool. A single tile is a billboard.
Load this rule into Relay and stop solving support kpis for founders by hand at midnight.
