Support is a known achilles heel for Merchant of Records.
We've always been praised for ours (mostly – nobody is perfect), but in February, we started seeing it get away from us – reaching ~600 tickets/day in the backlog.
Excited to have aggressively turned the trend around despite 10x in growth.
→ Hired a Director of Merchant Operations to help scale our support, risk and success team.
→ We shipped our own AI support chat.
→ We shipped our own continuous account review agent.
→ We shipped self-review onboarding against our AUP and integration requirements.
→ We've shipped a ton of internal tooling
→ We've answered 5,000 tickets
We're far from done, but excited about the momentum in the right direction.