The Cuppa Method is a simple, structured approach to handling customer support—especially over email. It’s built around the idea that teams work best when there’s clear ownership, consistent process, and visibility across conversations.
Instead of relying on complex workflows or bloated tools, the Cuppa Method focuses on three core support phases: Triage, Resolve, and Report. These phases mirror how high-performing teams naturally handle communication. By turning them into intentional steps, support becomes easier to manage, track, and improve.
Triage is about quickly sorting incoming messages, prioritizing what matters most, and assigning ownership.
Resolve focuses on collaboration—internal comments, shared documents, and built-in tasks help the team move together toward resolution.
Report, coming soon in Cuppa, turns support conversations into structured insights that can be shared with product, operations, or leadership.
The goal is to reduce noise, speed up responses, and make support more actionable across the business. The Cuppa Method helps teams stay focused on what actually improves customer experience—clear communication, fast follow-up, and shared context.
Next Up: Triage with Clarity
