Response time halved: how Kestrel uses Loopline

Kestrel’s support team handles around 1,200 messages a month with four people. Six months ago, their median first response time was 26 hours. Today it is 11 — and they did it without hiring anyone.

The starting point

Before Loopline, feedback arrived through five different channels: a shared email inbox, the in-app chat, App Store reviews, Google Play reviews and a contact form. Every channel had its own tool, and nobody had the full picture.

• Urgent bug reports sat next to feature wishes and thank-you notes.

• Two people often answered the same customer — or nobody did.

• Weekly reporting meant copying numbers from five dashboards into a spreadsheet.

What changed

The team connected all five channels to one Loopline inbox in a single afternoon. From day one, every incoming message was tagged with a priority, a topic and a suggested owner.

The biggest shift was not speed, but focus. Instead of scanning the whole inbox every morning, each person opens a filtered view of the messages that belong to them — sorted by urgency, not by arrival time.

The results after six months

• Median first response time: from 26 to 11 hours.

• Duplicate replies: down to almost zero.

• Weekly reporting: from two hours to a saved view that updates itself.

“We didn’t need more people. We needed to stop losing the important messages in the noise.” — Mara Lindqvist, Head of Customer Support, Kestrel

What other teams can take from this

Start with one inbox, not with automation. Once everything lands in the same place, patterns become visible — and the rules for prioritizing almost write themselves.