Curable Customer Service: A Practical Clinical Approach to Fixing Support Failures

Curable customer service is a mindset and methodology: treat support problems like treatable conditions with diagnosis, triage, evidence-based treatment, and prevention. This document provides a practitioner-level playbook—metrics, SLAs, staffing math, quick fixes, and systemic therapies—to convert unpredictable, costly support operations into a reliable, measurable capability.

The guidance below is actionable for teams of 3–300 agents and is written for leaders accountable for cost, quality, and customer experience. Where useful I include target numbers, sample budgets, and operational thresholds you can implement in 30–90 days.

Diagnosis: root-cause analysis and data collection

Start by gathering 90 days of ticket-level data: channel, timestamp, first response time, resolution time, tags, agent, and customer outcome (CSAT/NPS). Export to CSV or a BI tool and calculate distributions; don’t rely on averages alone. For example, if median first-response time is 2 hours but the 95th percentile is 48 hours, you have a capacity/queuing problem rather than a single slow agent.

Use qualitative diagnosis too: sample 100 closed tickets and perform a Pareto-style coding (category, process gap, tooling blocker). Expect 20% of root causes to produce 80% of pain—common culprits are knowledge gaps (documentation), routing errors (wrong queue), and repeat escalations due to missing authority or refunds process. Record exact examples with ticket IDs for coaching and process redesign.

Immediate fixes: triage, scripts, and quick wins

Implement a 48–72 hour triage window. During triage, isolate: (1) incidents requiring product/engineering fixes, (2) systemic policy gaps (refund rules), and (3) high-frequency low-complexity requests you can automate. For category (3) aim to reduce volume by 25–50% in 30 days via macro replies, improved self-service articles, and simple automations (canned responses, workflow rules).

Deploy short, measurable SLAs: phone answer within 30 seconds, chat initial response under 60 seconds, email initial response under 4 hours for priority and 24 hours for standard. Communicate these SLAs prominently (support page + ticket auto-reply) and enforce them with a real-time dashboard visible on the team wall or intranet.

Long-term therapy: systems, training, and culture

Invest in three systemic treatments: a searchable knowledge base, a routing engine that supports skills-based queues, and a coaching program with weekly 1:1s. Knowledge bases reduce average handle time (AHT) and variance; aim for >80% article relevance score from agents for the top 50 articles within 90 days. Routing should support at least 5 skill tags (product, billing, enterprise, logistics, technical) and SLA-based priorities.

Training must be continuous: run 60–90 minute weekly clinics covering 1 product change, 1 policy, and 3 observed tickets (good/bad). Set individual targets: CSAT ≥ 85%, First Contact Resolution (FCR) ≥ 70%. Tie a portion of quarterly compensation (5–10%) to these metrics for front-line staff; link manager compensation to retention and quality improvements.

Culture is the final therapy: create an incident post-mortem cadence. For any issue over $5,000 in customer churn or 0.5% above baseline NPS decline, run a 72-hour post-mortem and publish a one-page remediation plan with owners and deadlines. This turns recurring failures into fixed systemic improvements.

Essential KPIs to monitor

• CSAT (post-interaction): target 80–90% within 6 months; measure per-channel and per-agent.
• NPS for support: track monthly; aim for delta +5 points after remediation.
• First Contact Resolution (FCR): target ≥70%; measure by unique ticket vs reopened incidents.
• Average Handle Time (AHT): typical range 4–12 minutes for digital products; watch for inflation as a sign of tooling gaps.
• Service Level (SLA): e.g., 80/30s for voice (80% answered within 30 seconds), 90/60s for chat.
• Volume by channel and reason: identify top 10 reasons that comprise ~70% of volume.

Present these KPIs in a single dashboard updated hourly. Use alert thresholds (e.g., CSAT drops 5 points week-over-week) that trigger immediate review and a 24-hour war room if needed.

Operational checklist: step-by-step playbook

• Day 1–7: export 90 days of tickets, set SLAs, create dashboard, and run a quick wins list (top 5 automations).
• Day 8–30: deploy macros, update 20 high-impact KB articles, implement skills routing, and hire/contract to cover open headcount gaps.
• Day 30–90: institute weekly clinics, implement QA scoring (10 items per ticket), and run first post-mortem for any high-impact incident.
• Quarterly: reassess staffing using volume forecasts, perform a customer journey audit, and adjust compensation links to quality metrics.

Use this checklist as a rolling 90-day sprint backlog. Assign each item an owner and a due date; track completion rate weekly.

Staffing, pricing and sample budget

Simple staffing math: estimate tickets per agent per day = 24 (8-hour shift, 20–25 minutes AHT including wrap-up). If you expect 1,200 tickets/month → 40 tickets/day → need ≈ 2 agents per shift (40/24 = 1.67 → round up to 2) plus 30% overhead for shrinkage (training, breaks, meetings) → 2.6 → round to 3 agents. For multi-channel or 24/7 coverage, multiply accordingly or use Erlang C for precise forecasting.

Sample fully loaded cost (US market, 2024): salary + benefits per mid-level agent ≈ $60,000/year ($5,000/mo). SaaS tooling per agent: support platform $30–$80/mo, telephony $20–$50/mo, workforce management/QA $15–$40/mo. For a 10-agent team, expect total monthly run rate ≈ $60k salary + $1k–$5k tooling + $2k telephony = $63k–$67k/month. Smaller teams can contract with outsourcers at $15–$30/hour per agent depending on skill level and country.

SLA and escalation playbook

Define SLAs by channel and priority: Critical (system down or data loss) — 15-minute initial response and 4-hour resolution target; High (payment failure impacting users) — 1-hour initial response, 24-hour resolution; Normal — 4-hour initial response, 72-hour goal for resolution. Document these in a public-facing support policy and in internal runbooks so expectations are aligned.

Escalation steps: Level 1 agent → 20-minute waiting buffer → Level 2 specialist → 60-minute buffer → Engineering on-call or product owner. Maintain a single Slack/Teams channel and phone hotline for live escalations. Example hotline (internal): +1-800-555-0100 (US internal support line) and a published incident page at https://status.example.com. For recurring incidents, automate customer notifications (every 2 hours) and provide estimated resolution times to reduce inbound contacts and improve trust.

Is curable worth the money?

Curable is well worth the investment if you are seeking ways to improve quality of life from pain and suffering. I am very thankful to have this tool by my side when I do have a flare up. This is a wonderful approach to moving towards healing and understand what pain is and how to deal with it.

How do I recover back my money?

How can I recover money through legal means? File a civil suit for recovery of debt in a civil court. You will need to present evidence of the debt and non-payment. If the borrower issued a bounced cheque, file a complaint under Section 138 of the Negotiable Instruments Act, 1881.

Who is the CEO of curable?

John Gribbin is a founder and the CEO of Curable Health. Curable is on a mission to reach every person with chronic pain and give them the tools to heal.

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 get my money back with Curable?

You give Curable an honest shot, and we’ll give you your money back if you don’t find hope for relief within 30 days. Applies only to initial subscription purchases made on the Curable website or Google Play.

How do I get my money back legally?

1. Send a Demand Letter.
2. Can You Go to The Police If Someone Owes You Money?
3. Using Empathy As a Way of Getting Paid Back.
4. Ask For Repayment Directly.
5. Offer a Payment Plan.
6. Brainstorm Together Other Creative Ways to Get Paid Back.
7. Think About Going to Mediation.
8. When All Else Fails, Consider Going to Small Claims Court.