Eshyft Customer Service — Expert Operational Guide

Contents

1 Eshyft Customer Service — Expert Operational Guide

Overview and Purpose

Eshyft customer service centers on supporting two audiences: operators who use the Eshyft workforce and shift-management platform, and the hourly workers who receive schedules and shift offers. A professional support function reduces no-shows, improves time-to-fill shifts and protects revenue: reliable support can reduce scheduling errors by 20–40% within the first 90 days of deployment when paired with formal onboarding.

This guide is written for operations leaders, site managers and customer-success teams implementing or operating Eshyft. It focuses on measurable service-level commitments, staffing formulas, onboarding timelines and security/compliance controls you should expect or require from a vendor relationship in 2024.

Service Model and SLA Benchmarks

A vendor-grade Eshyft support model combines self-service, asynchronous ticketing and synchronous escalation channels (in-app chat or phone). Best-practice SLAs to include in statements of work are: first response for standard tickets within 1 business hour, resolution for Tier 1 issues within 24 hours and critical-incident response (platform down, payroll impact) within 1 hour 24/7 for enterprise customers.

Tightly defined SLAs reduce operating risk. Target performance KPIs: Customer Satisfaction (CSAT) 85%+, First Contact Resolution (FCR) 65–75%, and Average Time to Resolve (ATR) for non-critical tickets under 48 hours. Track SLA attainment monthly and require vendor reporting with monthly scorecards.

Recommended SLA set (enterprise): First response ≤ 1 hour; Critical escalation ≤ 1 hour; Tier 1 resolution ≤ 24 hours; Tier 2 resolution ≤ 72 hours; Platform uptime ≥ 99.9% (annualized).

Onboarding, Implementation and Typical Costs

Implementation timelines for Eshyft-style workforce platforms typically run 2–6 weeks for a single-site deployment and 6–12 weeks for a multi-site rollout with payroll and HRIS integrations. Key milestones: data transfer (employee roster and roles), SSO and SAML configuration, payroll mapping, test schedules and live pilot with 1–2 week parallel run. Expect 8–24 hours of formal training for site administrators and 1–2 hours of micro-training per hourly employee delivered via in-app or short video modules.

Pricing for customer-service support is usually structured as part of a SaaS subscription (platform fee) plus optional premium support. Market references (2023–2024): basic SaaS seats can range from $25–$150 per location per month depending on features; premium enterprise support (24/7 phone + SLA-backed escalation) is commonly an add-on at 10–25% of the annual software contract or $2,000–$10,000/year for small enterprise agreements. Clarify in contract whether support is included, response-time guarantees and any per-incident fees for professional services.

Operational Metrics, Staffing and Tools

Translate ticket volume into headcount using straightforward formulas. Start with projected peak-hour ticket volume and average handling time (AHT). Example formula: Required agents = (Peak hourly tickets × AHT in hours) / Target occupancy. Apply a shrinkage factor of 25–35% to cover breaks, training and admin. Example: 120 peak tickets/hour with AHT 6 minutes (0.1 hr) and target occupancy 0.75 gives 120×0.1/0.75 = 16 agents; with 30% shrinkage hire 23 agents on the roster.

Essential tools to integrate: ticketing system (Zendesk, Freshdesk), knowledge base (in-app & web), CRM for enterprise accounts, and phone/VoIP with call recordings for QA. Automations—bot triage for common password/reset and schedule requests—can deflect 20–40% of incoming volume and improve FCR when backed by inline KB articles.

Escalation Path, Compliance and Data Security

Define an escalation matrix with clear owner, target response times and 24/7 on-call rotation for severity 1/2 incidents. Typical levels: Level 0 (self-service), Level 1 (support agent), Level 2 (technical specialist), Level 3 (engineering/vendor). Require that the vendor provide a runbook with contact names/emails and phone numbers for each level and a post-incident report within 72 hours for P1 outages.

Data security and compliance must be contractually specified. Require SOC 2 Type II or equivalent, encrypted data-at-rest and in-flight (TLS 1.2+), GDPR/CCPA processing terms if applicable, and retention periods: transactional ticket data retained 90–180 days by default with options to archive for 7+ years if needed for payroll or legal compliance. Confirm backup frequency (daily snapshot, 30-day restore point) and disaster-recovery RTO/RPO targets.

Practical Checklist for Customers and Administrators

Define SLAs and measurable KPIs (CSAT target, FCR, ATR) in the contract.

Provision SSO credentials, test accounts and API keys before go-live.

Map payroll, HRIS, POS and scheduling data fields; perform a two-week parallel pilot.

Schedule recurring training: initial admin (8–24 hrs), refresher quarterly (1–2 hrs).

Agree on reporting cadence (weekly incident log, monthly SLA scorecard, quarterly business review).

How to Contact Support and Escalate

Always use the vendor-supplied Support channel inside the Eshyft application for routine issues; this creates an auditable ticket trail. For contractual or billing disputes and P1 incidents, use the designated enterprise support phone or the dedicated account manager listed in your executed statement of work. If you do not have those details, request them from sales or your procurement contact and add them to your internal runbook.

Finally, insist on a documented RACI for support ownership between your operations team and the vendor: who acknowledges a ticket, who performs triage, who escalates to engineering, and who communicates status to frontline managers. Clear responsibilities and measurable SLAs are the single biggest lever to turn a good Eshyft deployment into a reliable, low-friction operational capability.