First reply dropped from 9 hours to 41 seconds
Company
Nordvik Freight
Industry
Logistics
Result
9 h → 41 s
Measured as
first reply overnight
Hanne Solberg
Head of Support
In short
A 14-person support team covering drivers in 11 countries handed the night queue to Stillhour.
Run a pilot night
The problem
Nordvik’s drivers work around the clock, and their questions do not wait for office hours. Every morning started with 200 tickets and a phone that had been ringing since 5 am.
The first night
The Support agent went live on a Tuesday with read and draft permissions only. By Thursday the team let it send replies on the 30 most common questions and issue fuel-card refunds up to €150.
Six months later
Median first reply overnight is 41 seconds. The morning backlog fell from 212 tickets to 9. Two support leads moved to a new partner-onboarding team.
Your next shiftstarts at 18:00.
Setup takes about a week. Your first supervised night is on us.