HYRO v1 SUPPORT COMMAND
LIVE · 30S
DATA SOURCES Gmail · Shopify · Skio · eStore · CSAT

Support Overview

AUSTRALIA · LAST 7 DAYS · AUD — AS OF 05:53 PM AEST
00 North Star
CSAT (7D)
4.6★
+0.2 vs prev 7d
MEDIAN RESPONSE
1.3h
−22% WoW
TGT 2.0h
SLA HIT
87%
+5pp WoW
RESOLVED 7D
898
+6%
OPEN NOW
13
7 OVER 24H
RECOVERY RATE
68%
+4pp
01 Live Triage 7 TICKETS OVER 24H · QUEUE NEEDS ATTENTION
Open queue
13 TICKETS · SORTED BY AGE
ALL CANCELS ORDERS DELIVERY
CustomerAgeCategoryStatus
Ciarra Cusens
Re: Order #42474171 confirmed
45.8d ORDER ESC
Amy-Lee Macrow
Order: 42488834
2.5d ORDER OPEN
Samantha Oldfield
Re: Oops, there's an issue with your order
1.9d ORDER ESC
Emily Rice
Trying to cancel membership but won't let me
1.2d CANCEL ESC
Court Hirst
Re: Something New Is Coming...
1.1d ORDER WAITING
Kara Smith
Subscription
1.0d SUB ESC
candice O'Meley
Re: Order #42489381 confirmed
23.6h ORDER WAITING
Hyro Sales Chat · athynne00
Hey! how do I cancel my subscription?
6.7h CANCEL OPEN
Debbie S
Re: Order #42489600 confirmed
6.2h ORDER ESC
Gemma Foster
Re: A shipment from #42485970 is on the way
24m DELIVERY OPEN
Escalations
2 BLOCKING · 10 STALE
LIVE ALL
Debbie Seisun 6.2h
ESC_014 · REBILL DISPUTE
$127.84 In Process · threatening chargeback · awaiting Nicola
Gavin Lee 4.8h
ESC_015 · REBILL DISPUTE
$168.75 In Process · self-cancelled sub · awaiting Nicola
Ciarra Cusens 45d
ESC_005 · STALE
Court Hirst 1.1d
ESC_006 · STALE
Emily Rice 1.2d
ESC_007 · CUSTOMER REPLY
Kara Smith 1.0d
ESC_010 · STALE
02 Volume & Themes
2 systemic flags this week. Race-condition rebills (3 cases: Kayla Barone, Umit Baykur, Samantha Oldfield) and Ida Jogic's silent 90d → 30d interval flip. Suggest Skio engineering check.
Inbound volume
14D · TODAY 101 · PEAK 138
7D 14D 30D
150 100 50 101
Top themes
W22 · 7D
Rebill dispute 47
Cancel help 38
Delivery 22
Flavour swap 18
Product quality 14
Bottle issue 9
03 CSAT · Response · Recovery
CSAT funnel
7D · SURVEYS SENT → RESPONDED
Surveys sent
456
Opened
283 −38%
Responded
155 −45%
1–3★ → recovery
19 12%
Response time
MEDIAN HOURS · 14D
2H SLA 7D AVG 1.4H · TODAY 1.3H
Recovery queue
SKIO · 1–3★ WORKFLOW
OPEN
7
RECOVERED
13
LOST
6
Recovery rate 68%
Median time-to-win 14h
Avg goodwill / win $28.40
04 Subscription Health
Cohort retention
SKIO · % ACTIVE BY MONTH
CohortSizeM1M3M6M9M12
Jan 202540791%65%49%39%33%
Apr 202525487%54%39%30%25%
Aug 20251,19587%60%45%33%
Oct 20251,19893%57%39%
Nov 20251,70491%47%31%
Dec 20251,02788%55%
Sub movement
SKIO · 7D
ACTIVE
11,301
▲ NET +177 · 7D
NEW
+515
CHURN
−338
Sub AOV (net) $59.92
Avg M1 retention 89.6%
12-mo LTV $351 −15%
Monthly churn 14.5% ↓4.5pp
05 Sales Chat Widget
Conversation funnel
7D · 1,259 SESSIONS
Widget opened
1259
Engaged
680 −46%
Handed off to CS
227 −67%
Converted
151 12%
Top intents
7D
Cancel sub42%
Flavour Q22%
Tracking15%
Pre-purchase12%
Other9%
Top landing pages
CHAT-INITIATED · 7D
PageChatsConvert
PDP Watermelon31214.4%
Variety quiz LP24512.1%
/account/login1883.2%
PDP Variety14211.8%
Listicle H1969.4%
WIREFRAME · CONCEPT D · GROWTH-DASHBOARD STYLE

Inherits the Growth Command design system: Bricolage Grotesque + IBM Plex Mono, near-black `#0b0c0e` background, panel `#16171c` with translucent borders, hero KPI transparent (no card), 00/01/02 section numbering, red AU pill, monospace mUted metadata.

What I changed for CS: triage queue + escalations are first (Section 01) instead of acquisition; CSAT replaces ROAS as North Star; sales-chat widget gets its own section. Cohort retention + sub movement live in Section 04 (Subscription Health) instead of being buried below the fold like today. Theme breakdown is now a bar chart with same visual language as Spend by Channel.