Top Tweets for #Kaypoh

Hired a Filipino customer support agent for my store. $4/hour. Just answering tickets and handling complaints. Didn’t expect much beyond refunds and apologies. About a month in, she messages me: “Boss, why we always refund first?” I said, “Because they’re mad and I don’t want chargebacks.” She replied with screenshots. WITHOUT me asking: Every support ticket for the last 6 weeks Organized by complaint type, response, and final order value She noticed something I completely missed. Customers complaining about shipping delays were still willing to buy more. They just wanted reassurance. So instead of refunding, she started replying with: “I can refund you now or I can add a free upgrade to your order for the wait.” Then she tracked the results. Old approach: Refund rate: 29% Post-support AOV: $0 Her approach: Refund rate: 17% Post-support AOV: $52 Same customers. Same problems. Just a different response. I didn’t fully believe it, so we tested it for 3 weeks. No instant refunds. Always offer a bonus, bundle, or upgrade first. Results: Average order value went from $41 to $63 Refunds dropped by 12% Monthly revenue increased by $24k Then she noticed another pattern. Customers complaining about product quality didn’t want their money back. They wanted instructions. So she started sending: • usage tips • short reassurance messages • replacement offers instead of refunds That change alone saved another $7k/month. This wasn’t a sales rep. Wasn’t a strategist. Wasn’t a manager. It was someone reading complaints all day. The people closest to your problems see opportunities you don’t. If you actually listen to them.