Golden Revive — Customer Service Playbook and Operational Details
Contents
- 1 Golden Revive — Customer Service Playbook and Operational Details
Company snapshot and contact information
Golden Revive is a restoration and aftercare company founded in 2015 that specializes in furniture, small-appliance, and textile revival services. Our corporate office and primary customer service center is located at 1234 Market St, Suite 210, Denver, CO 80202. Primary phone contact for consumer support is +1 (303) 555-0147; administrative fax and returns line is +1 (303) 555-0148. Core business hours are Monday–Friday 08:30–18:00 MST and Saturday 09:00–14:00 MST.
Online support is routed through two web endpoints: customer portal at https://portal.goldenrevive.com for order tracking, and public site at https://www.goldenrevive.com with pricing and policies. Standard on-site diagnostics start at $79 (flat-fee diagnostic; fee waived if the work exceeds $250). Typical service tiers are: Basic Revive $199, Premium Revive $499, and Full Restoration $1,250 on average — with exact quotes provided after inspection. Warranties run from 90 days (Basic) to 12 months (Premium and Full Restoration) and are documented on invoices and in the customer portal.
Operational model and channels
Golden Revive operates with an omnichannel customer support model: inbound phone, email, live chat, SMS, and social messaging (Facebook Messenger and Instagram DMs). As of Q1 2025, 55% of inbound contacts arrive via phone, 25% via email, 12% via chat, and 8% via social/SMS. We answer all channels from a unified inbox using a cloud-based CRM (Zendesk + Salesforce integration implemented in 2019) so that each customer has a single longitudinal record from first contact through warranty closure.
We staff a central Customer Experience (CX) team of 18 agents during peak season (May–September) and 12 during off-peak months. Average handle time (AHT) is targeted at 7 minutes 30 seconds for phone interactions and 12 minutes for email or chat threads. Staffing is planned to maintain a target service level of 80% of calls answered within 60 seconds and email replies within 12 business hours; actual year-to-date SLA attainment is 83% for phone and 90% for email (data measured Jan–Aug 2025).
KPIs, performance metrics and reporting
We measure performance through a set of quantifiable KPIs, updated weekly and summarized monthly for leadership. Key financial metrics include average revenue per repair job ($385 in 2024), warranty claim rate (3.2% of completed jobs), and return-customer rate (42% of consumers return within 24 months for follow-up services). Operational KPIs feed into capacity planning and monthly labor budgeting.
Customer satisfaction and loyalty metrics are tracked via post-interaction surveys: CSAT (5-point scale) and NPS. Golden Revive’s trailing 12-month CSAT is 4.6/5 and NPS is +58 (measured across 3,400 surveyed customers in 2024). First Contact Resolution (FCR) is 82% overall — higher (89%) for simple diagnostics and lower (68%) for complex full restorations that require in-person inspections. All KPI trends are visualized in a dashboard refreshed daily for supervisors.
Key operational KPIs and target metrics
- Answer time: target 80% within 60 seconds; current 83% (Jan–Aug 2025).
- Average handle time: phone 7:30; chat/email thread 12:00 minutes.
- First Contact Resolution: target ≥80%; current 82% overall, 89% for diagnostics.
- CSAT: target ≥4.4/5; current 4.6/5 (2024 rolling).
- NPS: target ≥50; current +58 (2024).
- Warranty claim rate: target ≤5%; current 3.2% (2024 fiscal year).
- Return-customer rate: 42% within 24 months; goal to increase to 50% by end of 2026.
Service rules, escalation paths and pricing mechanics
Golden Revive maintains explicit SLA and escalation rules published to customers at point of sale and on the portal. Standard SLAs: phone hold ≤5 minutes during peak, email reply ≤24 business hours for new tickets and ≤4 business hours for escalations, same-day chat response when agents are online. Escalations to a second-tier specialist occur when a case lacks resolution after 48 hours or when the customer requests a manager.
Pricing is transparent: diagnostics $79 (waived over $250 work), basic labor rate $85/hour, travel fee within a 20-mile radius $35, and pick-up/delivery service $49 per trip in the Denver metro area. Refund and warranty claims follow a clear 4-step pathway: (1) capture evidence in the portal within 14 days of issue, (2) initiate warranty ticket, (3) review by technical lead within 72 hours, (4) resolve via repair, replacement, or refund. Refunds processed back to the original payment method within 5–10 business days after approval.
Training, quality assurance and continuous improvement
Agent onboarding includes an initial 40-hour curriculum (product knowledge, CRM use, complaint handling, and legal/consumer protection basics) and a 30-day monitored shadowing period. Every agent completes 12 hours of quarterly refreshers: updates to techniques, new material restoration methods, and changes to pricing or SLA. Supervisors perform QA audits on a sample of 10% of interactions weekly; coaching is delivered within 48 hours of audit failure.
Continuous improvement is driven by a monthly “Voice of Customer” program where trends in complaints and suggestions are converted into prioritized initiatives. Example outcomes from 2023–2025 programs: reduced diagnostic-to-repair lead time from 11 days (2022) to 6 days (2024), and a 24% reduction in repeat service requests after implementing a new textile sealing protocol in October 2023.
Channels, escalation steps and quick reference
- Primary phone: +1 (303) 555-0147 — business hours 08:30–18:00 MST Mon–Fri, 09:00–14:00 Sat.
- Customer portal: https://portal.goldenrevive.com — order tracking, upload photos, initiate returns.
- Email for support: [email protected] — expected reply within 24 business hours.
- Escalation flow: front-line agent → specialist within 48 hours → manager within 72 hours → formal review board within 7 days for disputed resolutions.
- On-site policy: same-day estimates for downtown Denver (≤20 miles) with pick-up/delivery options priced at $49; out-of-area quotes provided within 48 hours.