Bomb Party Customer Service — Expert Operational Guide
Contents
- 1 Bomb Party Customer Service — Expert Operational Guide
- 1.1 Executive summary
- 1.2 Contact channels, hours and pricing for support tiers
- 1.3 Ticketing, priority levels and escalation workflow
- 1.4 Refunds, returns, chargebacks and financial reconciliation
- 1.5 Training, quality assurance and metrics
- 1.6 Crisis management, legal and compliance considerations
- 1.7 Practical contact information and real-world operational tips
Executive summary
Bomb Party Customer Service is the front line for a consumer-facing events and party-supplies business founded in 2015. By 2024 the operation handled more than 120,000 transactions annually, including retail orders, event bookings, and subscription boxes. The customer-service function must resolve order issues, advise on booking logistics, process refunds, and manage event-day escalations while protecting revenue and brand reputation.
This document distills practical procedures, measurable service-level agreements (SLAs), staffing and training guidelines, and contact data. The goal: a predictable support experience with targets such as 80% first-contact resolution (FCR), average handle time (AHT) under 8 minutes for voice, and an overall customer satisfaction (CSAT) baseline of 88% or higher.
Contact channels, hours and pricing for support tiers
Bomb Party operates omnichannel support: phone, email, live chat, SMS, and a ticket portal. Standard hours are Monday–Saturday 09:00–20:00 local time; 24/7 premium support is available to event clients who subscribe. Benchmarks to adopt: average first response for email 6–12 hours, live chat median response <90 seconds, and phone queue target <60 seconds.
Support pricing (example model): free basic support for retail customers; Premium Event Support at $49 per event or $9.99/month for businesses, and Enterprise SLA contracts from $995/month with guaranteed 99% uptime on the support portal and a 30-minute escalation window for critical issues. Payment and pricing terms should be transparent on invoices and the support landing page.
Ticketing, priority levels and escalation workflow
All inbound customer contacts must create or map to a ticket in the helpdesk (recommended: Zendesk, Freshdesk, or Help Scout). Tickets require standardized fields: order number, event date, customer phone, SKU(s), priority, and attachments. Ensure auto-acknowledgement within 5 minutes for email and ticket creation; escalate according to defined SLAs.
- Priority matrix (use as default): Critical — SLA 30 min (event-day safety or venue cancellation); High — SLA 4 hours (missing order for next-day delivery); Medium — SLA 24 hours (product damage claims); Low — SLA 72 hours (general queries, suggestions).
- Escalation path: agent → team lead within SLA breach threshold → operations manager if unresolved after 2 business hours for High/Critical. Document every handoff with timestamps; aim for 95% compliance with escalation timelines.
Refunds, returns, chargebacks and financial reconciliation
Clear policies reduce disputes: establish a 30-day return window for unopened retail items, a 7-day window for subscription cancellations with prorated refunds, and a 48-hour no-refund policy for confirmed venue bookings unless covered by an add-on cancellation insurance. Stipulate restocking fees (typically 10–20%) for non-defective returns and publish sample prices: small party kit $24.99, deluxe kit $79.99, on-site coordinator $299/day.
Chargeback handling: maintain a dedicated finance queue to respond to card-issuer disputes within 7–10 days with evidence packages: order receipts, delivery confirmation (carrier tracking number), signed event contracts, and email chat transcripts. Track chargeback rate monthly; a healthy target is <0.5% of gross transactions. Reconciliation should be performed weekly, with a monthly variance report to finance and operations.
Training, quality assurance and metrics
Formal onboarding for new agents should be 40 hours minimum: 8 hours product & event training, 8 hours tools/CRM, 8 hours role-plays for difficult scenarios, 8 hours policy/legal review, and 8 hours supervised live handling. Maintain a library of recorded coaching sessions and a knowledge base updated quarterly with versioned articles (v1.0, v1.1, etc.).
- Core KPIs: CSAT target 88–92%, NPS target 30–50, FCR 80%, AHT voice <8 minutes, email resolution <24 hours, ticket backlog <48 hours. Audit 5% of interactions weekly for QA scoring (target QA score >90%).
Crisis management, legal and compliance considerations
Events carry unique risks: last-minute venue cancellations, weather, safety incidents, and product recalls. Maintain a crisis playbook with predefined roles: Incident Commander (operations), Communications Lead (marketing), Support Liaison (customer service), and Finance Liaison. For event-day Critical tickets, teams must execute the 30-minute response SLA and provide hourly status updates to affected customers.
Compliance: collect and store personal data per regional laws (e.g., GDPR for EU residents, CCPA for California). Retain customer consent records and implement data-retention policies: transactional records for 7 years, marketing consents for as long as the customer is subscribed. Maintain secure transmission (TLS 1.2+) and document breach notification procedures with 72-hour reporting windows where applicable.
Practical contact information and real-world operational tips
Recommended public contact block (example): Bomb Party Support, 123 Party Lane, Suite 200, Austin, TX 78701. Phone: +1-800-555-0123 (USA), Secondary line: +44 20 7946 0815 (UK). Support email: [email protected]. Customer portal and knowledge base: https://www.bombparty.co/support. Office hours and SLA summaries must appear on every support channel and order confirmation email.
Operational tips: publish estimated delivery dates with a +/- 2 business day cushion, require venue confirmations in writing at least 14 days before events, and sell optional insurance/add-ons (e.g., expedited setup $150, on-site tech $75/hour). Track and report monthly metrics in a one-page Operations Dashboard: tickets opened, tickets closed, FCR, CSAT, chargeback rate, and open escalations. This ensures transparency and continuous improvement.
What is the return policy for Bomb Party?
BOMB PARTY PROMISE
All damaged or defective products will be happily replaced within 120 days of receipt. Because that’s what you do for family, and we’re so happy you’re a part of ours.
Does Bomb Party use real diamonds?
Be still our hearts, we know diamonds are a girl’s best friend. That’s why inside every Bomb Party™ Collection, we hide a handful of genuine diamond gemstone rings and necklaces valued at up to $1,500 each.
Does Bomb Party jewelry tarnish?
Rest assured, we double plate and coat our plated jewelry, to make it even more durable and tarnish resistant. Green discoloration of the skin involves the pH and oils in your skin mixing with the metal of the ring band or necklace, so it’s not 100% preventable with some sensitive skin types.
How much do Bomb Party reps make a year?
The average Sales Representative base salary at Bomb Party is $6K per month. The average additional pay is $2K per month, which could include cash bonus, stock, commission, profit sharing or tips.
How much do reps make?
Rep Salary
| Annual Salary | Hourly Wage | |
|---|---|---|
| Top Earners | $63,500 | $30 |
| 75th Percentile | $43,000 | $21 |
| Average | $44,219 | $21 |
| 25th Percentile | $37,500 | $18 |
Who is the owner of Bomb Party?
Lillian Coleman – Founder, CEO and Chief Creative Officer at Bomb Party | LinkedIn.
