Javvy Coffee Customer Service: Practical, Measurable, Customer-First

Overview and customer service philosophy

As Director of Customer Experience at Javvy Coffee (founded 2017), I lead a team that treats service as product quality: measurable, repeatable, and continually improved. Our mandate is simple and quantifiable — resolve issues quickly, keep customers caffeinated and satisfied, and reduce friction for subscription management. We translate that into operational targets (SLA, FCR, CSAT) and into front-line behaviors (empathy, ownership, clarity).

That philosophy is implemented through three pillars: accessibility (multiple contact channels open 7 days/week), transparency (clear pricing, shipment and refund policies), and velocity (fast responses with documented resolutions). The rest of this document lays out the exact contact points, SLAs, pricing implications, escalation rules, staffing and training, and the KPIs we monitor to guarantee consistent service.

Contact points, hours, and quick facts

For most customers the quickest routes to resolution are (in order): live chat, phone, and email. Our published contact details are: phone +1 (800) 555-0199 (Mon–Fri 7:00–22:00 PST, Sat–Sun 08:00–18:00 PST), support email [email protected] (monitored 24/7 with SLA), and web self-service at https://www.javvycoffee.com/support. Our fulfillment center and returns address is Javvy Coffee, 350 Roast Ave Suite 200, Seattle, WA 98101 (returns accepted by appointment only).

Pricing and shipping that affect support volume: single 12 oz bag retail $15.00, subscription price $13.50 per 12 oz bag with 3/6/12-shipment cadence options; standard domestic shipping $4.95, expedited $12.95. Typical shipping windows are 2–5 business days domestic and 7–14 business days international; these windows are displayed at checkout to reduce avoidable tickets. For time-sensitive issues (damaged or missing shipments) we prioritize contact to the phone queue within 30 minutes of receipt when a case is flagged as urgent.

Primary contact channels (fastest to slowest)

• Live chat (website): target initial response <60 seconds; average resolution via chat 12–18 minutes.
• Phone: toll-free +1 (800) 555-0199; average speed-to-answer under 2 minutes during published hours.
• Email: [email protected]; SLA: 95% of emails answered within 24 hours, median first response 2 hours.
• Self-service: https://www.javvycoffee.com/support knowledge base with subscription controls and common refunds — used to deflect ~22% of routine tickets.

Operational metrics and service-level targets

We measure service performance weekly and report monthly to the executive team. Current targets and recent performance (calendar year 2025 targets / 2024 baseline): Customer Satisfaction (CSAT) target 90% (2024 CSAT 86%), Net Promoter Score (NPS) target +50 (2024 NPS +44), First-Contact Resolution (FCR) target 80% (2024 FCR 78%), and email SLA 95% within 24 hours (2024 achieved 93%). Average handle time (AHT) for phone and chat is targeted at 6:00–7:00 minutes; 2024 AHT was 6:20.

We operate a tiered SLA matrix: standard tickets (billing, subscription change) — respond within 24 hours and resolve within 72 hours; urgent tickets (missing shipment, damaged product) — acknowledge within 1 hour and resolve within 48 hours; safety/recall issues — immediate escalation and CEO notification within 4 hours. These SLAs are enforced in our ticketing system and trigger automated owner changes if a case is outside target thresholds.

Subscription handling, refunds, returns, and escalation

Subscription support is the most frequent case type (approximately 38% of tickets). We enable self-management on the site (pause, skip, change cadence) and provide guided support for edge cases like address changes that cause failed deliveries. Refund and return policy specifics: unopened bags returned within 30 days of delivery are eligible for a full refund (customer covers standard return shipping unless the item is damaged). Refunds are processed to the original payment method within 5–7 business days after receipt; estimated total time from claim to refund typically 7–12 business days.

For damaged or incorrect shipments we expedite replacement shipments at our cost and include a prepaid return label when applicable. Historically, refund volume is low — 2024 refund rate was 1.2% of orders — but these tickets require rapid resolution because they correlate most strongly with lowering NPS when mishandled.

Escalation procedure (practical steps)

• Tier 1 agent attempts resolution within SLA (up to 30 minutes of active handling). If unresolved, document actions and escalate to Tier 2 within the ticket system.
• Tier 2 (senior agent/supervisor) reviews within 2 business hours, authorizes refunds/replacements up to $75 without manager approval, and sets outbound contact plan.
• Manager escalation (over $75, legal concerns, safety/recall) requires manager approval and is routed to the CX Manager for same-day review; CEO notified for product-safety escalations within 4 hours.

Training, staffing, and technology backbone

Our team structure as of Q1 2025: 18 full-time agents, 3 team leads, 1 QA manager, and an outsourced 24/7 overflow partner for off-hours. New-agent onboarding is 40 hours of blended training (product knowledge, systems, empathy training, and live shadowing). Ongoing training is scheduled at 8 hours per month per agent (coaching, new product briefs, and role-play). We measure quality using QA scoring rubrics with a 90-point passing threshold.

Technology stack: ticketing and chat via Zendesk, CRM integrations with our order system (custom API), VoIP telephony, and a BI dashboard (Looker) that surfaces live SLA breaches and weekly trend lines. Automation handles routine tasks: subscription skips, tracking lookups, and eligibility checks for refunds — automations deflect approximately 17% of potential tickets, freeing agents for high-touch interactions.

Reporting, QA, and continuous improvement

Quality assurance is tied directly to business outcomes: we run weekly QA sampling (minimum 50 tickets/week), monthly root-cause analyses of the top 10 ticket drivers, and quarterly product-to-service reviews with operations and marketing. Small operational changes (for example, clarifying expected ship windows on the checkout page in 2023) reduced tickets related to “where is my order” by 28% in the following quarter.

We run A/B tests on message copy, proactive emails (shipment reminders) and on the timing of subscription change prompts; every quarter we prioritize two experiments and measure impact on ticket volume and CSAT. Our roadmap for the next 12 months focuses on reducing average response time to under 90 minutes for email and increasing FCR to 83% by automating common resolution workflows and adding two senior specialists to the team.