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The E-Commerce Support Audit Checklist: 30 checks professional support operations use to find the leaks in response times, quality, and workflow.
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Six areas, thirty checks
Score yourself one point per check. 25–30 is excellent, 18–24 is solid with gaps, below 18 means the operation is leaking revenue.
Response Times
First-response standards for chat, email, and tickets – and the escalation path behind them.
Coverage
Published hours that match real demand, peak planning, and no dead-end channels.
Quality
Weekly sampling, a real rubric, specific coaching, and templates that never go stale.
Workflow
Root-cause tagging, store-side fixes from ticket data, and shift handoffs that work.
Tools
Agents with full order context, automation for status questions, a findable help center.
Experience
Clear next steps, measured satisfaction, personal follow-up on negative feedback.