Flores247 Customer Service — Expert Operational Guide

Company positioning and service promise

Flores247 operates as a 24/7 floral e-commerce and same-day delivery brand serving retail and corporate clients. For a company with continuous delivery windows, the customer service function must balance immediate triage (order/ delivery exceptions) with higher-touch sales and event-support workflows. Typical product price bands are $29.99 (small bouquet), $49.99–$69.99 (signature arrangements), and $89.99–$250.00 (premium event work); same-day delivery fees usually range from $9.95–$19.95 depending on zip code and hour of day.

This guide treats Flores247 as a centrally coordinated operation expected to handle peak volumes of 1,000–3,000 orders per day during holidays (Mother’s Day, Valentine’s). The objective is to deliver consistent KPIs: sub-30-second phone pickup, first-contact resolution above 90%, and customer satisfaction (CSAT) of 4.5/5 or higher. Contact examples used in this document are illustrative: phone +1-800-555-2477 (sample), email [email protected], website https://www.flores247.example.

Communication channels and Service Level Agreements (SLAs)

Flores247 must operate omnichannel support to match customer expectations: 24/7 phone, 24/7 live chat, email with 1–4 hour SLAs during operating hours, and social media monitoring with 15–60 minute response windows. These channels should be integrated into a single-ticketing CRM so an agent can see order history, delivery ETA, florist notes, and photos without toggling systems.

Below are recommended numeric SLAs—targets that can be automated and reported daily. Track SLA attainment per shift and escalate missed targets with a corrective action plan within 24 hours.

• Phone: 80% of calls answered within 30 seconds; abandonment rate < 5%.
• Live chat: initial reply within 2 minutes; median handle time 6–10 minutes for order issues.
• Email: 90% replied within 1 business hour for urgent tickets, 4 business hours for non-urgent.
• Social platforms: initial public reply within 15–60 minutes; private-message resolution within 4 hours.
• Delivery exceptions: acknowledgement within 15 minutes, resolution plan within 2 hours (refund, redelivery, or credit).

Staffing, roles, and training

Staffing for a 24/7 operation is built around shifts. For a medium-volume center (average 700 orders/day), target staffing of 12–18 CS agents across three shifts (overnight, day, peak evening), plus two supervisors and one workforce planner. Peak days require temporary scaling: add 30–50% more agents for 7–10 days around major gift-sending dates. Use a mix of in-house and vetted remote agents to handle geographic surge.

Training must be competency-based: a 40-hour onboarding curriculum (order management, refunds, CRM navigation, product catalog, escalation matrix, and empathy scripting). Maintain a knowledge base with 120+ articles (order flows, delivery radius charts, substitute policy by SKU) and quarterly refresher training focused on policy or product changes implemented in the previous 90 days.

Escalations, refunds, and dispute resolution

Clear escalation tiers reduce resolution time and legal risk. Level 1 agents handle standard issues (address corrections, simple refunds up to $50, same-day substitutions). Level 2 supervisors approve refunds $50–$300, coordinate with local florists, and authorize expedited redeliveries. Level 3 managers (or legal) review claims over $300, commercial disputes, or potential reputational crises that involve media.

Implement a standard refund/compensation policy tied to proof and timing: full refund if delivery fails and no acceptable substitute within 4 hours; partial credit (25–75%) for product condition issues with photo evidence within 48 hours; free replacement or $25 credit for minor quality complaints. Track chargeback rate and aim to keep it below 0.5% of transactions monthly.

Technology, integrations, and operational workflows

Integrate the CRM (e.g., Zendesk, Freshdesk) with order management, dispatch, and POS to provide a single pane of glass. Key data points per ticket: order ID, delivery ETA, florist notes, photo attachments, driver tracking URL, payment status, and SLA timers. Automate routine confirmations and exception alerts via SMS and email—example: “Order #F247-000123: driver delayed by 22 minutes — new ETA 16:04.”

Use structured workflows and templates to reduce handling time: three-step templates for (1) delivery delay, (2) incorrect item, (3) substitution acceptance. Leverage automated CSAT surveys after ticket closure; sample target response rate > 15% and CSAT > 4.5. Implement weekly dashboards to monitor AHT (average handle time), FCR (first contact resolution), NPS, and delivery exception frequency with root-cause analysis every month.

Performance measurement and continuous improvement

Measure operational health with a concise KPI set: CSAT, NPS, FCR, AHT, SLA attainment, chargeback rate, and delivery exception rate. Example targets for year 1 of a mature Flores247 operation: CSAT 4.6/5, NPS 60–70, FCR 92%, and delivery exceptions < 1.5% of orders. Run monthly retrospectives that result in at least one process change per month—routing rule tweaks, SKU substitution rules, or training updates.

Finally, map voice-of-customer trends into product and logistics decisions. If 30% of complaints in a quarter cite substitutions, rework supplier contracts or redesign SKU inventory to reduce substitution frequency by 50% within six months. Use A/B tests for refund thresholds and verify impact on repeat purchase rate and lifetime value (LTV).

Why did I get a Flores benefit card?

Your employer offers the Flores Benefits Card to employees who enroll in an eligible benefit plan. The card will allow you to pay for eligible expenses at participating providers at the time services are rendered, thus eliminating or reducing your out-of-pocket cost at the time of the purchase or service.

How do I contact via benefits reimbursement account?

Via Benefits can help you find ways to control health care expenses for your company or business. Contact us today at 1-866-322-2824 (TTY: 711) or go to wtwco.com. Via Benefits is not connected with or endorsed by the U.S. government or the Center for Medicare and Medicaid Services.

What can I use my Flores benefits card for?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview A Flores benefits card can be used to pay for eligible expenses from your Flexible Spending Account (FSA), such as medical co-pays, deductibles, prescription medications, eyeglasses, dental care, and certain over-the-counter (OTC) items like band-aids or pain relief. The card may also be used for Commuter Benefits to pay for mass transit or parking.  Common Eligible Expenses for Health Care FSAs:

• Medical Costs: Co-payments, co-insurance, deductibles, routine wellness visits, and vision expenses like eye exams, eyeglasses, and contacts. 
• Prescriptions: Medications at participating pharmacies. 
• Dental Care: Payments for routine dental care and orthodontia. 
• Over-the-Counter (OTC) Items: Many health-related OTC items such as pain relievers, bandages, insulin, reading glasses, and menstrual care products. 
• Hearing Expenses: Costs associated with hearing aids. 
• LASIK Surgery: Surgical procedures for the eyes. 

How to Use Your Card:

1. 1. At Participating Merchants: Swipe the card like a credit card at merchants that have medical, dental, or vision credit card codes or sell eligible OTC items and prescriptions. 
2. 2. Online or Mobile Pay: Add your card to a mobile wallet to pay for eligible expenses in stores or online. 
3. 3. Manual Reimbursement: If a provider doesn’t accept the card, you can pay out-of-pocket and file a manual request for reimbursement for the eligible expense. 

Important Considerations:

• Enrollment Period: You can only use the card for expenses incurred during your active enrollment period in the current plan year. 
• Documentation: Keep thorough documentation to ensure all reimbursements remain tax-free, as per IRS regulations. 
• Specific Merchant Codes: The card is accepted at retailers who can identify eligible items at checkout, such as drug stores, pharmacies, and supermarkets. 
• Check Your Plan Details: Specific eligibility and acceptable expenses can vary by plan, so refer to your plan documents or contact your benefits administrator for details. 

AI responses may include mistakes. For financial advice, consult a professional. Learn moreFLORES BENEFITS CARDYou can use your Flores Benefits Card to pay for expenses incurred during your active enrollment period in the current plan year. Wesleyan UniversityHealth Care Flexible Spending Account – Flores-Associates Health Care Flexible Spending Account * Medical co-payments, co-insurance and deductibles. * Routine wellness visits. * Prescript…Flores-Associates(function(){
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What is the phone number for Flores and Associates?

(800) 532-3327
(800) 532-3327.

How do I call Flores benefits?

If you are a current client or a participant in a Flores benefit and have a question on your account, please contact an account manager account manager at 800.532. 3327 for assistance.

How do I check the balance on my Flores benefits card?

IVR: Call our IVR line at 888.586. 3994 (Flores Benefits Card required) anytime to check your balance!