Trade Coffee
drinktrade.com
support hours: Email and SMS: seven days a week. Phone: Monday-Friday 9:00 AM to 5:00 PM ET. · email, phone, help center
live · Jun 5, 2026
ShopifyGorgiasKlaviyo
80 hrs/wk
coverage gap
Estimated
65%
tickets automatable
Estimated
$2,600/mo
ai cost / mo at $1/resolution
Estimated
15 min
time to live
Real setup time
Where is my order?
highest-volume ticket type for subscription coffee brands; likely biggest after-hours drivertoday
Customer contacts support via email, SMS, or phone during business hours; agent looks up order in Shopify/Gorgias.
automated
Hi! Thanks for reaching out. Because your coffee is roasted to order, each roaster follows their own individual roasting schedule before your bag ships. If you have questions about your specific order status, you can check your account dashboard at drinktrade.com or reach our team via email or SMS seven days a week, or by phone at (888) 252-8691 Monday-Friday 9 AM-5 PM ET.
grounded in https://www.drinktrade.com/pages/contact-us, https://trade-coffee.gorgias.help/en-US/articles/frequently-asked-questions-93360
also automatable
How do I manage or change my subscription?I don't like my coffee - can I get a replacement?How do I log in or activate my account?What subscription plan or bag size is right for me?
honest take
Trade Coffee has a mature support setup - Gorgias already in place, a structured help center, and 7-day email/SMS coverage - meaning a lot of the infrastructure is solid. The real gap is after-hours phone coverage and the high volume of repetitive subscription and order status questions that could be deflected before they ever hit an agent.