Support is one of the most important parts of the customer journey—but it’s often treated like an afterthought. Many teams jump straight into live chat, expecting it to be the gold standard. But the truth is, without a large team or 24/7 coverage, live chat can quickly become a bottleneck. It demands immediate replies and full-time attention, which makes it hard to scale efficiently.
That’s why we started with email.
Email is still the most cost-effective support channel. It gives your team more flexibility, reduces pressure on agents, and allows for thoughtful, well-written responses. With a clear system in place, email support consistently leads to higher customer satisfaction. It’s reliable, asynchronous, and forgiving when your team is small or your hours are limited.
At Cuppa, we believe that customer support doesn’t need to be chaotic. We built our product—and our philosophy—around helping teams stay structured, focused, and in sync. We call it the Cuppa Method, and it’s designed to bring clarity and consistency to every part of your support workflow.
In the next sections, we’ll walk through the core practices behind the Cuppa Method and how they can help your team deliver faster, more organized support—without needing to grow headcount.
Up next: What is the Cuppa Method?
