Brello Customer Service — Expert Operational Guide

Executive summary

This document is a practitioner-level guide to designing and operating customer service for Brello, written from the perspective of a senior CX manager with 12+ years in SaaS support operations. It translates high-level goals (retention, NPS, cost-to-serve) into actionable metrics, staffing models and tool choices you can implement in 90–180 days. The recommendations are conservative and designed for a company scaling from 500 to 50,000 active customers.

Key targets to aim for in the first 12 months: Customer Satisfaction (CSAT) ≥ 85%, First Contact Resolution (FCR) ≥ 70%, Mean Time To Resolution (MTTR) ≤ 24 hours for email tickets and ≤ 8 hours for production incidents. These targets balance customer expectations with operational cost during growth phases.

Support channels, service-level agreements (SLAs) and routing

Brello’s support posture should be omnichannel: 24/5 email + ticketing, 24/7 automated chat with SLA-backed human escalation, phone for enterprise customers, and a public status page for incidents. Channel-specific SLA targets I recommend as starting points: live chat — 80% of chats answered within 60 seconds; email — first response within 4 business hours for paid tiers and 24 hours for free tiers; phone — answer within 30 seconds for Enterprise or a 24/7 on-call rotation.

Implement channel routing by customer tier. Example routing: Basic (self-serve + email only), Pro ($299/mo — email + chat with 8-hour SLA), Enterprise ($1,499/mo — dedicated account team, 24/7 phone, 1-hour critical SLA). Tie SLAs directly into billing and renewal playbooks: missed SLA credits should be transparent and streamlined (automated crediting within 7 days).

Incident management and on-call escalation

For incidents, use an incident severity taxonomy (P1–P4). P1 (production down for >50% users) requires <15 minute acknowledgement, cross-functional war room, and rolling updates every 30 minutes until recovery. P2 should be acknowledged within 60 minutes and receive hourly updates. Define responsibilities: support triages and documents timelines; engineering owns root cause and fix; product owns communication. Track incident MTTR and time-to-detect as primary metrics.

Set an on-call rotation with 1:6 primary ES rotation for engineers and 1:4 for senior support during business hours; have a fast escalation path to a single incident commander. Use runbooks for P1–P2 that include checklists with exact steps, contact names, and pre-approved customer message templates to shave minutes off response time.

Team structure, hiring and training

Start with a three-tier support pyramid: Level 1 (generalists handling 70% of tickets), Level 2 (technical specialists resolving complex product issues), Level 3 (engineers/SMEs for bug fixes and escalations). For a customer base of 5,000 active accounts expect an initial frontline team of 6–10 L1 agents, 2–3 L2 specialists and 0.5–1 full-time equivalent (FTE) of engineering support. Use a staffing ratio rule-of-thumb: 1 FTE per 500–1,000 active seats for self-serve-heavy products; adjust to 1:250 for high-touch enterprise models.

Recruit using scorecards that weight problem-solving (40%), written communication (30%), and product empathy (30%). Provide a 30/60/90 day training plan: week 1 product immersion, weeks 2–4 support tooling and role-play, month 2 shadowing and independent handling, month 3 SLA ownership and KPI tracking. Measure readiness with a 10-ticket certification requiring ≥90% accuracy on knowledge base usage and routing.

Tools, knowledge base and automation

Invest in a modern support stack that centralizes customer context: ticketing (Zendesk/Front/Intercom), incident management (PagerDuty/Opsgenie), status page (Statuspage or uptimeRobot), and a product analytics integration (Segment/Amplitude) for user-level signals. Integrate single sign-on and account metadata so agents see plan, billing, and recent actions in one pane.

• Recommended toolset (examples): Zendesk for ticketing, Intercom for live chat and inbox, PagerDuty for on-call, Confluence or Help Scout Docs for knowledge base, and Slack for internal comms. Choose based on cost: expect $30–$80/seat/month for mid-tier tools; enterprise plans typically $100–$200/seat/month with advanced security and SSO.

Automation reduces cost-to-serve. Implement triage automations that tag tickets by error codes, auto-responders for common billing and password issues, and Chatbot flows that deflect 20–40% of trivial queries. Publish a KB with step-by-step guides, screenshots, and short videos; target 80% coverage of top 50 customer intents in the first 6 months.

Metrics, reporting and pricing alignment

Track a compact set of KPIs weekly: CSAT, NPS quarterly, FCR, average handle time (AHT), ticket volume by channel, SLA compliance, and cost per ticket. Benchmarks to aim for (first 12 months): CSAT ≥85%, FCR 65–75%, AHT 8–20 minutes depending on channel, and cost per ticket <$8 for self-serve-heavy models or $25–$75 for high-touch enterprise support.

• Essential KPIs: CSAT, NPS, FCR, MTTR, SLA compliance, ticket backlog age, repeat contact rate, cost per ticket, and churn attributable to support. Report weekly dashboards and a monthly deep-dive with root-cause narratives and top 5 action items.

Align pricing to expected cost-to-serve: include a support component in each tier (e.g., Basic $49/mo: email only; Pro $299/mo: email+chat with 8-hour SLA; Enterprise $1,499+/mo: 24/7 support and account management). Offer add-ons for faster SLAs (e.g., 1-hour incident SLA for $500/mo) and white-glove onboarding (fixed fee $5,000–$25,000 depending on scope).

Compliance, privacy and contractual considerations

For any support operation, data protection and compliance are essential. Ensure agents only access customer data via role-based access (RBAC) and session logging. If Brello handles personal data, contractually require Data Processing Agreements (DPAs) and support GDPR subject access requests within 30 days—build the operational playbook now and automate export where possible.

For enterprise customers include explicit SLA clauses for uptime, support response times, and remedies (service credits). Maintain an audit trail for support interactions for at least 12 months, and ensure encryption-at-rest and in-transit for all customer records. Regularly (quarterly) run tabletop incident response drills and an annual third-party security assessment.

Implementation roadmap and sample operational numbers

Roadmap (90–180 days): month 0–1 — baseline metrics and tooling selection; month 1–3 — hire core team, publish KB covering top 50 intents, enable chat; month 3–6 — introduce automation, SLA tiers, enterprise playbooks, and integrate incident management. Budget estimate for a modest launch: $60k–$150k initial tooling and onboarding, plus $30k–$120k/month in ongoing labor and tool subscriptions depending on scale.

Example contact templates (use company-specific domains): [email protected], [email protected], status.brello.example. Example escalation phone for enterprise customers can be an 800-number with an IVR that routes P1s to the on-call engineer; expect carrier costs of $50–$250/month plus per-minute charges. Replace example domains and numbers with your legal corporate addresses and phone numbers as you finalize public facing channels.

Is there a customer service number for MyChart?

For assistance with account activation, logging in, or for questions about how to use the features in MyChart or find information, you can call our MyChart Support Center at 1-877-900-5741.

What is the phone number for ehealth customer service?

1-877-751-9310
Our customer care center is staffed with licensed health insurance agents and knowledgeable representatives, ready to assist you. Our licensed insurance agents and knowledgeable representatives are ready to help you. Just call 1-877-751-9310 Mon – Fri, 10AM – 7PM ET. Sat – Sun, Closed.

How do I cancel my Brello subscription?

As per our refund policy for completed telehealth visits and chosen plan cancellations, your total payment can be refunded, minus a $50 service fee. If you wish to cancel your subscription to prevent future automatic renewals, you can do so through your patient portal. This will stop all future billing and shipments.

How do I contact Brello Health?

Contact Information
For any inquiries related to refunds, returns, or cancellations, please contact Brello Health at [email protected] or call us at 1-888-BRELLO-1.

How much is Brello Health Semaglutide?

Frequently Asked Questions. Is the medication included in the $99 price? Yes it is! You will be charged $99 for your first month and either $249 monthly for Tirzepatide or $199 Per Month For Semaglutide.

How long does Brello take to ship?

Approved prescriptions will ship within 5-7 business days for the medication to be prepared and allow 2 days for transit time after it has been picked up by carrier. Live Update – Due to High Order Volume the current shipping times is 11-15 Business Days.