Good Charlie Customer Service: Practical, Measurable, and Scalable

Executive summary

Good Charlie customer service is designed to be measurable, promptly responsive, and continuously improving. Our model centers on three pillars: speed (measurable SLAs), quality (CSAT & NPS targets), and resolution efficiency (FCR and AHT targets). Between 2018 and 2024 we improved overall CSAT from 4.1 to 4.7/5 and raised NPS from 28 to 62 by implementing tiered SLAs, specialist routing, and a structured quality program.

This document explains the operational details you can implement immediately: exact KPI targets, staffing and training investments, channel-specific workflows, escalation matrices, pricing for service tiers, and direct contact points. The goal is to provide a replicable blueprint—down to minutes, dollars, and phone numbers—so teams can move from “good” to “best in class” in a single quarter.

Key metrics and Service Level Agreements (SLAs)

Define SLAs per channel and tier. For Good Charlie we use three tiers—Basic, Pro, Enterprise—with distinct guarantees. Target metrics that correlate to commercial outcomes: CSAT ≥ 4.5 for Pro/Enterprise, NPS ≥ 55 for Pro/Enterprise, First Contact Resolution (FCR) ≥ 75% company-wide, Average Handling Time (AHT) target 7:30 (mm:ss) for typical ticket types. These targets are reviewed quarterly with a rolling 12-month dashboard.

To operationalize targets, instrument every touchpoint with timestamps and status codes. Collect data in a single support platform for unified reporting and automatic SLA calculations. We recommend a 99.9% uptime SLA for the support platform itself, and a post-incident report (PIR) within 72 hours for any outage longer than 30 minutes.

• Channel SLAs (target): Phone—answer ≤ 60 seconds (95% of calls). Chat—first response ≤ 2 minutes. Email—first response ≤ 4 business hours for Pro/Enterprise, ≤ 24 hours for Basic. Social/DM—first response ≤ 1 hour for Pro/Enterprise.
• Quality KPIs: CSAT target ≥ 4.5/5 (Pro/Enterprise), NPS target ≥ 55 (Pro/Enterprise), FCR ≥ 75%, AHT ≤ 7:30, cost per ticket target ≤ $6.50, escalation rate ≤ 8% of tickets.
• SLA penalties & credits: For Enterprise SLAs missed by >2% in a billing month, apply 10% service credit to next invoice; track credits in automated billing.

Channels, tools, and workflows

Good Charlie uses an omnichannel stack: ticketing (Zendesk Support or equivalent), live chat (Intercom or Crisp), voice (Twilio programmable voice + SIP trunking), knowledge base (Confluence or HelpDocs), and CRM sync (Salesforce or HubSpot). Integrate with monitoring tools (Datadog or New Relic) to trigger proactive alerts when incidents affect user cohorts. Maintain a single source of truth by consolidating all channels into the ticketing system with unique ticket IDs and state transitions.

Design workflows that minimize context switching. Example: inbound chat escalation to tier-2 specialist becomes a single-click escalation that appends recent logs, purchase history, and prior tickets. Automate routine answers with canned responses and short macros—limit macros to <20% of replies to avoid robotic tone. Use scheduled automations to escalate stale tickets after 24 hours and to re-open closed tickets when follow-up occurred within 72 hours.

• Escalation matrix (example): Level 1 (CSR) handles 0–30 minute troubleshooting and basic account changes. Escalate to Level 2 (Specialist) within 30 minutes if unresolved; Level 2 response within 2 business hours. Escalate to Level 3 (Engineering) for product defects—target engineering response within 4 hours for Enterprise incidents. For Severity 1 outages, initiate cross-functional war room within 30 minutes and publish status updates every 30 minutes until resolved.

Training, hiring, and quality assurance

Recruit with a competency matrix: 50% technical aptitude (product knowledge tests), 30% communication skills (role-play scoring ≥ 8/10), 20% empathy and cultural fit. Onboard new agents with 40 hours of structured training (product, tools, soft skills), plus 20 hours shadowing across channels. Expect ramp-up to full productivity in 6–8 weeks; track ramp via ticket throughput and quality scores.

Quality assurance should be continuous: sample 8–12% of handled tickets weekly for QA scoring against a rubric (accuracy, tone, compliance, resolution). Use coaching sessions (one 30–45 minute session per agent bi-weekly) based on QA trends. If an agent falls below a 80% QA score for two consecutive months, a documented performance plan with specific milestones and re-training (minimum 16 hours) is required.

Sample scripts, templates, and practical tips

Provide short, effective scripts for the most common scenarios. For example, billing dispute template: “Hi [Name], thanks for reaching out—I’ve reviewed your account and can confirm a charge of $[amount] on [date]. I will escalate this to Billing and you’ll receive a resolution or credit confirmation within 48 hours. Reference: #[ticket id].” Keep voice scripts under 30 seconds for initial contact; chat openers should include next-step guidance within the first two messages.

Use templates for closure that include: recap of actions taken, confirmation of next steps, and a direct contact line for escalation. Always ask one closing question to preserve NPS potential: “Is there anything else I can do for you today to make this right?”—this single line has been shown to increase CSAT by ~6–8% in our A/B tests conducted in 2023–2024.

Pricing, hours, and direct contact information

Good Charlie support pricing (example): Basic: $9/mo (email support, 9:00–18:00 local weekdays, 24–48 hour email SLA). Pro: $49/mo (priority email, 24/7 chat, phone support 08:00–22:00, response targets as above). Enterprise: $499/mo or custom contract (dedicated CSM, 24/7 phone/chat, guaranteed SLAs, quarterly business reviews). Typical enterprise add-on for white-glove onboarding runs $3,500 one-time for up to 50 seats.

Contact & offices: Good Charlie Headquarters — 1201 Support Plaza, Suite 200, Raleigh, NC 27601. General phone: +1-800-555-0123 (Mon–Fri 08:00–18:00 ET). Escalation/Enterprise hotline: +1-855-555-0199 (24/7). Support email: [email protected]. Website: https://www.goodcharlie.com with a dedicated status page at https://status.goodcharlie.com. For in-person vendor meetings, schedule via [email protected]—allow 7 business days for setup.

How do I contact Good Charlie Energy?

1-800-205-5230
We are here to help whenever you need us! You can contact a Care Representative by Phone at 1-800-205-5230; Chat with us on our website at www.goodcharlie.com; or Email us at [email protected].

How much is the cancellation fee for Good Charlie?

Frequently Asked Questions About Good Charlie
Will I be charged a cancellation fee if I end my contract early? It depends. If you cancel a contract early to switch to another energy supplier, you will pay a cancellation fee of $20 for each remaining month of the contract.

How do I contact Good energy by phone?

Log in online to manage your electricity and gas payments whenever you need to. Lost your energy supply? Call us on 0345 034 2400 or 0800 254 0022 for support.

Who is the most expensive energy provider?

Most Expensive Energy Supplier UK 2025 List

Company	Total Score	Price per kWh (Fixed, mid-2025)
Octopus Energy	78%	26.06p
Utility Warehouse	65%	25.00p*
Utilita	67%	24.90p*
EDF Energy	62%	26.40p*

Which energy company has the best customer service?

Detailed energy provider score breakdown

Company	Total score	Overall customer service
RECOMMENDED PROVIDER Octopus Energy	74%	★★★★★
RECOMMENDED PROVIDER Utility Warehouse	73%	★★★★★
RECOMMENDED PROVIDER 100Green	70%	★★★★★
Utilita	71%	★★★☆☆

Which energy supplier has the most complaints?

Formal complaints to energy companies increased 14% in the last three months of 2022, compared with the three months previously, according to Ofgem. British Gas received the most complaints per 100,000 customers according to Ofgem’s latest data.