Fellers Customer Service — Expert Operational Manual and Public Information

Overview and Contact Details

Fellers Customer Service is the centralized support organization for Fellers Inc., focused on product support, account management, and B2B implementation services. For public-facing inquiries use our main contact endpoints: phone +1 (555) 010-1234, email [email protected], and web portal https://fellers.example.com/support. Our published headquarters mailing address (for contracts and returns) is 123 Fellers Plaza, Suite 200, Anytown, USA 12345.

We operate under a documented SLA framework that has been refined since establishment in 2008. Core hours for live agent support are Monday–Friday, 08:00–20:00 ET and Saturday 09:00–13:00 ET; premium 24/7 support is available for customers on Enterprise plans. For legal or escalated correspondence use [email protected] or the Compliance & Escalations fax line at +1 (555) 010-9999 (secure intake only).

Service Levels, Pricing, and SLAs

Fellers provides three published support tiers: Standard (included with every account), Premium ($49/month or $499/year per account), and Enterprise (custom pricing, typical starting range $2,500–$10,000/month depending on seat count and integrations). Standard includes email and self-service knowledge base access; Premium adds live chat and 4-hour business-hour SLA; Enterprise includes a named Technical Account Manager (TAM), dedicated phone queue, and 60-minute critical-incident SLA.

Operationally we track SLA adherence quarterly. In 2024 our SLA attainment averaged 92% for Priority 1 incidents and 87% for Priority 2 incidents across all customers. Typical response and resolution targets are: Priority 1 — initial response within 60 minutes and containment within 4 hours; Priority 2 — initial response within 4 hours and resolution target 72 hours; Priority 3 — response within 24 hours and resolution within 7 calendar days. Onboarding professional services are priced separately (standard onboarding: $1,200 one-time; complex integrations average $6,500).

Key Performance Indicators (KPIs) and Targets

Fellers measures customer service success with a limited set of high-signal KPIs. We publish and monitor the following monthly and quarterly metrics to operational leaders and to customers via the portal:

• Customer Satisfaction (CSAT): target ≥4.4/5, current (Q4 2024) 4.5/5 from 46,200 survey responses.
• Net Promoter Score (NPS): target ≥40, current (2024) NPS = 45 for paying customers.
• First Contact Resolution (FCR): target ≥80%, current FCR = 78% (improving via scripted escalation).
• Average Handle Time (AHT): target 12–18 minutes for live agent interactions; current median 15:20.
• SLA attainment for Priority 1 incidents: target ≥95%, recent attainment 92%.

Each KPI is tied to compensation and quarterly objectives for team leads. We publish a transparent monthly performance summary to enterprise customers and adjust staffing with a rolling 90-day workforce plan to meet targets.

Channels, Tools, and Technology

Fellers operates an omnichannel support stack to reduce friction and increase resolution speed. Primary systems in use (examples of our typical architecture) include a ticketing platform, a live-chat layer, a CRM, voice telephony with call-recording, and a public knowledge base. We have a documented bot/automation strategy: our chat bot deflection rate averages 37% and handles roughly 40% of inbound chat starts to either resolve or collect structured diagnostics before escalation.

Integrations include webhooks for incident creation, SSO (SAML 2.0) for portal access, and a REST API for ticket ingestion. The technical stack supports audit logs retained 12 months for standard customers and up to 36 months for Enterprise contracts (compliant with our data-retention policy). We maintain ISO-aligned security controls and perform annual penetration testing; certificates and SOC reports are made available under NDA.

Hiring, Training, and Quality Assurance

Fellers’ staffing model balances specialist and generalist roles. As of January 2025 the support organization has 56 full-time agents and 8 TAMs across two North American centers and one EMEA hub. New hires undergo an 80-hour foundational training program (product, systems, compliance) plus 40 hours of shadowing, with performance checkpoints at 30, 60 and 90 days. This onboarding cadence reduces early churn; the 12-month turnover is 18% (rolling 12-month metric).

Quality assurance is systematic: each agent receives 30 call/chat ticket QA samples per month scored on a 0–100 rubric covering accuracy, empathy, timeliness, and compliance. QA pass threshold is 85%; coaching plans are implemented for scores below 80. We run monthly calibration sessions to keep scoring consistent and use QA data to identify knowledge-base gaps and update guidance within 72 hours of trend detection.

Complaint Resolution, Refunds, and Escalations

Our complaints process is a three-stage workflow: (1) Acknowledge and triage within 24 hours; (2) Propose remediation or interim workaround within 72 hours; (3) Resolve or escalate to a formal review within 7 business days. Customers can initiate escalations via phone, the portal, or email to [email protected]. For documented service-level breaches we maintain a credits table (e.g., failure to meet a Priority 1 SLA results in a 10% monthly credit for the affected service month; see contract Appendix A for full schedule).

Refund policy: subscription services include a 30-day money-back guarantee for new customers. For partial-term cancellations we calculate pro-rata refunds based on days remaining; consulting and professional services are generally non-refundable after 14 days from project start unless otherwise negotiated. Chargebacks and disputed billing are handled via our Billing Disputes team reachable at [email protected] and typically resolved within 21 calendar days.

Continuous Improvement and 2025 Roadmap

Continuous improvement is driven by quarterly OKRs tied to the KPIs listed above. For 2025 our public roadmap includes three prioritized projects: AI-assisted ticket triage to reduce Mean Time To First Response (MTTR) by 25%, expanded video-based assisted support (pilot Q2 2025), and a self-service overhaul to reduce email volume by 30% via improved documentation and guided troubleshooting flows.

We publish a quarterly Product & Support Performance report with actionable metrics and planned investments. Customers on Enterprise plans receive a roadmap briefing and have input through a customer advisory board that meets quarterly; this keeps development and support tightly aligned with customer ROI and reduces escalations by surfacing high-impact requests earlier in the lifecycle.

Practical Next Steps for Customers

• For immediate help: call +1 (555) 010-1234 during business hours or submit a ticket at https://fellers.example.com/support (expect initial acknowledgment within 1 business hour on Premium/Enterprise plans).
• To upgrade to Premium or Enterprise: email [email protected] or schedule a 30-minute onboarding call via the portal; typical upgrade turnaround is 48–72 hours for account provisioning.
• If you represent procurement or legal: send contract inquiries to [email protected] and reference Contract ID template FEL-2025-SLA for faster routing.

This document is authored by the Fellers Customer Service leadership team to be practical, measurable, and actionable. For any clarification or to request a service-level addendum, contact your account team or use [email protected] for priority routing.