Day-Smart Customer Service: Practical Guide for Operations that Deliver

Overview and strategic intent

“Day-smart” customer service means designing your support operations to be intelligently aligned with daytime demand patterns, customer expectations, and business economics. That requires combining data-driven scheduling, clear service-level agreements (SLAs), and technology that routes, automates, and measures every interaction. A day-smart operation reduces peak delays, lowers cost-per-contact, and raises metrics such as First Contact Resolution (FCR) and Customer Satisfaction (CSAT).

This document provides concrete targets, worked examples, and vendor-agnostic price ranges so you can plan staffing, vendor selection, and a 90-day implementation. Expect to use 12–36 months of historical interaction data (calls, chats, emails, visits) where available; if you have fewer than 3 months, use industry default patterns and adjust weekly based on actuals.

Core metrics, targets, and a compact KPI checklist

Track a small set of high-impact KPIs. Typical day-smart targets used by mature operations are: Service Level 80/20, Average Handle Time (AHT) 4–8 minutes for phone, FCR 70–85%, CSAT 85%+, Net Promoter Score (NPS) 25+, and cost-per-contact $3–$25 depending on channel and geography. Set monthly review cycles for each KPI and a 30/60/90-day corrective cadence.

• Service Level (e.g., 80/20): percent of calls answered within target seconds (20s typical).
• Average Handle Time (AHT): total talk + hold + after-call work; target per channel.
• First Contact Resolution (FCR): percent resolved without escalation; improves cost and CSAT.
• Occupancy and Shrinkage: occupancy target 75–85%; shrinkage (training, breaks, absenteeism) 25–40%.
• Cost per Contact: includes labor, telephony, software amortization; use to price outsourcing vs in-house.

Use dashboards that update in near real-time for intraday management (1–5 minute refresh). For monthly planning, compare rolling 90-day averages and flag any KPI moving >10% from target for action.

Staffing and capacity planning — practical formula and example

Use a simplified deterministic staffing formula as a first pass, then refine with Erlang C or workforce management (WFM) software. Basic calculation: Required agent-hours per hour = calls_per_hour × AHT_minutes/60. Agents needed = agent-hours / target_occupancy. Finally, adjust for shrinkage: agents_final = agents_needed / (1 – shrinkage).

Example: 120 calls/hour, AHT = 6 minutes (0.1 hour), target occupancy = 0.85, shrinkage = 35% (0.35). Agent-hours = 120 × 0.1 = 12. Agents needed = 12 / 0.85 = 14.12 → 15 agents. Adjust for shrinkage: 15 / (1 – 0.35) = 23.1 → schedule 24 agents for that hourly peak. This approach gives transparent, auditable headcount and highlights where overflow routing or self-service can avoid hiring.

Technology stack and price guidance

A day-smart stack is omnichannel, real-time, and integrated with your CRM and scheduling systems. Essential components: cloud telephony/ACD, omnichannel routing (voice/chat/email/social), CRM integration, WFM for intraday scheduling, quality monitoring with call recording and analytics, and automation (IVR + chatbots). Prioritize APIs and SAML/SCIM SSO for enterprise security and scaling.

• Cloud telephony/ACD: $15–$45 per user/month + minutes ($0.01–$0.03/min). Look for SIP trunking, call queuing, and predictive routing.
• CRM / ticketing: $25–$150 per agent/month depending on features and storage (core CRM, automation, reporting).
• Workforce Management and QA: $30–$120 per user/month; critical for shrinkage, forecasting, and adherence.
• Chatbot/automation: free-to-$400+/month; use for tier-0 self-service and to deflect 20–40% of simple inquiries.
• Analytics/BI: $500–$3,000/month for enterprise dashboards or use embedded tools in the platforms above.

When comparing vendors, evaluate true total cost of ownership over 36 months: license fees, implementation (typically 1×–3× monthly fee for moderate integration), voice minute costs, and internal change management hours (budget 200–600 hours at $40–$120/hour depending on skill level).

Processes, training, and quality assurance

Standardize call flows and resolution scripts, but train agents to be adaptive. A 6–8 week onboarding program with role-play and recorded-call scoring is typical: week 1 classroom, weeks 2–4 mentored live handling, weeks 5–8 independent with QA scoring. Maintain a QA rubric with 8–12 criteria weighted by business impact (accuracy, tone, resolution, compliance).

Use calibration sessions every 2 weeks to align QA reviewers and reduce inter-rater variance. Target QA pass rates of 85% for new hires within 60 days and 92% for tenured agents. Tie coaching minutes and retraining to measurable KPI declines—e.g., one coaching session for every 5% drop in FCR per agent.

SLAs, hours of operation, and escalation paths

Define SLAs by channel and tier. Example day-smart SLA set: phone — 80% answered within 20 seconds, email — initial reply within 4 business hours, chat — 90% within 60 seconds, social — acknowledgement within 2 hours. For escalations, use a three-tier path: Tier 1 (agent) → Tier 2 (specialist, SLA 12 business hours) → Tier 3 (technical/account lead, SLA 48 hours). Document responsibilities, contact details, and backup contacts.

Example contact template (for planning, replace with real values): Support HQ (example): 123 Service Lane, Suite 400, Anytown, ST 12345. Phone: +1 (555) 123-4567. Hours: Mon–Fri 08:00–20:00 ET; Extended weekend coverage: Sat 09:00–17:00 ET for critical issues. Website/support portal: https://support.example.com (use ticketing for audits).

Implementation roadmap and costs (90–180 day plan)

Phase 1 (0–30 days): data audit, KPI definitions, and quick wins (IVR tweaks, one-page KB updates). Cost: internal team 80–160 hours + potential $5k–$15k for consulting. Phase 2 (30–90 days): vendor selection, WFM rollout, short-term hiring to meet peaks. Expect vendor implementation fees equal to 1–3 months of subscription and 200–400 implementation hours. Phase 3 (90–180 days): full rollout, QA program, and automation pilot (chatbot). Total first-year incremental spend for a mid-market operation: $60k–$350k depending on scale and geography.

Measure success at 30/60/90 days: reduce peak abandonment by ≥25%, improve CSAT by 5+ points, and lower cost-per-contact by 10% through deflection and process improvements. Regularly reforecast with live data and iterate—day-smart is operational discipline applied daily, not a one-time project.

How do I update DaySmart?

Within your software, go to Help. Select Check for Update. Select Yes to have the program check for the new update for DaySmart Salon. Select Auto Update for the program to begin downloading the update.

What is smart customer service?

While there is no standard definition for “smart” customer service, most people would agree that it is service that is Scalable, Multichannel, Agile, Relevant, and Timely.

Where is DaySmart located?

Ann Arbor, MI
DaySmart is headquartered in Ann Arbor, MI, with a worldwide team of unique and energetic talent dedicated to leaving a lasting impact on our customers and the industries we serve.

Does PetSmart give refunds?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Yes, PetSmart accepts returns for most items within 60 days of purchase with a valid receipt, including open food if most of the product is still present. For returns without a receipt, a Merchandise Return Card may be issued, and a valid ID is required. Items purchased online can be returned in-store, but prescription medications and special orders have specific restrictions, such as not being returnable in-store or by mail.
  General Return Policy

• Timeframe: Most items can be returned within 60 days of the purchase date. 
• Proof of Purchase: A receipt or online order number is crucial for a smooth return. 
• Condition: Items should be returned in new, unused condition with all original packaging and accessories. 
• Pet Food: You can return open pet food as long as most of the product is still in the bag or can. 
• No Receipt: If you are a PetSmart Treats Rewards member, your purchase may be found in the system, or a valid ID may be used to receive a Merchandise Return Card for the most recent sale price. 

Exceptions & Special Cases

• Prescription Medications: These are not eligible for returns. 
• Live Animals: Most PetSmart locations will take back animals within a certain period, often two weeks, but policies vary by store. 
• Special Orders: These items have different return conditions and may only be returnable by mail following specific instructions. 
• Services: Returns for PetSmart services can only be processed in-store. 

How to Return 

• In-Store: You can return items to any PetSmart store with your receipt or online order confirmation.
• Mail: Online purchases can be returned by mail, but exchanges are not available via mail, and shipping charges are not refundable.

Form of Refund

• Credit/Debit Cards: Purchases made with a credit or debit card are typically credited back to the original card. 
• Cash/Gift Cards: Purchases made with cash or a gift card will be refunded via a Merchandise Return Card. 
• Merchandise Return Cards: These are for in-store use only and cannot be redeemed for cash. 

AI responses may include mistakes. Learn moreReturn Policy – PetSmartReturns or Exchanges Without a Receipt or With a Receipt Older Than 60 Days: Bring the product, in new or salable condition, and a…PetSmartReturn Policy : r/petsmart – RedditNov 6, 2021 — So long as it’s in its original packaging, you have your receipt, and is still 50% full, you can return it. 60 day guar…Reddit · r/petsmart(function(){
(this||self).Bqpk9e=function(f,d,n,e,k,p){var g=document.getElementById(f);if(g&&(g.offsetWidth!==0||g.offsetHeight!==0)){var l=g.querySelector(“div”),h=l.querySelector(“div”),a=0;f=Math.max(l.scrollWidth-l.offsetWidth,0);if(d>0&&(h=h.children,a=h[d].offsetLeft-h[0].offsetLeft,e)){for(var m=a=0;mShow more

How do I contact PetSmart customer service?

For customer care, please call (888) 839-9638 Monday–Friday between 8 a.m. and 9 p.m. Eastern Time or visit PetSmart Customer Care.

Is PetSmart owned by Walmart?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview No, PetSmart is not owned by Walmart; it is a privately held company owned by the private equity firm BC Partners. PetSmart and Walmart are competitors in the retail market, along with other companies like Petco, Target, and Amazon.  Ownership of PetSmart 

• PetSmart was taken private by BC Partners in 2015.
• BC Partners is a European private equity group that also has a significant stake in Chewy.

Walmart’s Relationship to PetSmart

• Walmart is a large discount retailer that competes with PetSmart for pet-related sales. 
• They are distinct companies that offer similar products and services. 

AI responses may include mistakes. Learn morePetSmart – WikipediaPetSmart Inc. is a privately held American chain of pet superstores, which sell pet products, services, and small pets. It is the …WikipediaPetsmart Franchise: Why You Can’t Buy One & What to Consider InsteadFeb 7, 2023 — But before you go further, it’s important to know PetSmart is not in the franchise business. Rather, they are a private…Woof Gang Bakery Franchise(function(){
(this||self).Bqpk9e=function(f,d,n,e,k,p){var g=document.getElementById(f);if(g&&(g.offsetWidth!==0||g.offsetHeight!==0)){var l=g.querySelector(“div”),h=l.querySelector(“div”),a=0;f=Math.max(l.scrollWidth-l.offsetWidth,0);if(d>0&&(h=h.children,a=h[d].offsetLeft-h[0].offsetLeft,e)){for(var m=a=0;mShow more