Mojo Customer Service: A Practical Operational Playbook

Executive overview

Mojo customer service is the operational backbone that converts product intent into customer satisfaction. This document treats “Mojo” as a product-led business requiring omnichannel support, clear service-level agreements (SLAs), measurable KPIs, and predictable staffing. The goal is a repeatable, data-driven support function that sustains CSAT/NPS growth and reduces churn.

Below you will find concrete, implementable guidance: channel definitions, staffing formulas, SLA targets, tooling recommendations, sample pricing for managed support tiers, escalation flows, and reporting cadence. Wherever numeric guidance is shown it’s presented as a recommended baseline that can be tuned to your cost structure and customer expectations.

Channels, hours, and coverage

Operate a minimum of three channels: email/ticketing, phone, and live chat. Target 24×5 coverage (24 hours a day, Monday–Friday) if you serve North American and European customers; expand to 24×7 if you have APAC customers or SLA obligations. For self-service, maintain a knowledge base and a searchable FAQ with 200–500 curated articles for a typical SaaS product.

Recommended channel-specific SLAs: initial response within 1 hour for phone and chat during business hours, within 4 hours for high-priority email tickets, and within 24 hours for low-priority email. Aim for average handle times (AHT) of 6–12 minutes on chat, 10–20 minutes on phone, and solution-oriented ticket resolution times under 48 hours for standard issues.

Team structure and staffing model

Organize the Mojo support org into Frontline (Tier 1), Technical Support (Tier 2), and Escalation/Engineering Liaisons (Tier 3). For a base of 10,000 monthly active users, a typical staffing formula is: one Tier 1 agent per 3,000 MAU, one Tier 2 engineer per 10–15 Tier 1 agents, and one product/engineering liaison per 50,000 MAU. These ratios assume 8-hour shifts, 85% occupancy, and shrinkage (breaks, training, admin) of 30%.

Use Erlang C or workforce management software to convert ticket volumes to FTEs. Example: if you receive 6,000 tickets/month with an 80% digital (email/chat) split and target response SLA of 4 hours, you will need roughly 8–10 Tier 1 agents to maintain service levels after accounting for peak hour concurrency.

SLAs and KPIs

• Customer satisfaction (CSAT): target 85% or higher; measure per interaction with 1–3 question micro-surveys.
• Net Promoter Score (NPS): target +30 within 12 months of product-market fit; measure quarterly.
• First contact resolution (FCR): target 70–80% for non-technical issues; track by linking follow-up tickets within 7 days.
• Average handle time (AHT): chat 6–12 minutes, phone 10–20 minutes, ticket AHT (work time) 20–45 minutes.
• Service Level: 90/10 for chat/phone (answer 90% within 10 seconds) and for email 80/4 (80% initial responses within 4 hours).
• Backlog and aging: maintain <5% tickets older than 7 days for standard priority; <0.5% over 30 days.

Measure KPIs weekly, report to product and revenue teams monthly, and perform a deep-dive quarterly review to drive continuous improvement. Use cohort analysis to tie support metrics to churn and expansion revenue.

Tools, automation, and integration

Core tool stack: one ticketing system (e.g., Zendesk, Freshdesk), one real-time chat/phone platform (e.g., Intercom, Aircall), an internal knowledge base (Confluence or built-in KB), and a BI/reporting layer (Looker, Tableau, or Google Data Studio). Integrate tools bidirectionally with your product to capture session replays, user metadata, and logs: include user ID, plan level, last 30 days usage, and recent errors in every ticket view.

Automate repetitive tasks: use macros/template responses for common queries, AI-assisted drafting for initial replies, and workflow automations for routing based on issue tags. Implement automated SLA escalation at 50% and 90% of SLA to avoid breaches. Track automation success via reduction in manual touches and improvement in FCR.

Training, quality, and knowledge management

New agent ramp: 2 weeks of product immersion and 4 weeks of supervised handling for a total 6-week ramp to independent handling. Maintain a certification program with quarterly refreshers and a 20-question product exam requiring 80% pass. Use side-by-side coaching for the first 100 interactions and maintain a quality assurance sampling rate of 10–15% of interactions per agent per month.

Maintain the knowledge base with ownership: assign 1 KB owner per product area and schedule monthly KB audits. Freeze outdated articles and implement a feedback loop where agents flag articles for update—target a KB article helpfulness score of 80%+ across the top 200 articles.

Pricing and managed support packages (example)

For a managed Mojo support offering, consider tiered pricing: Basic: $29/user/month (email-only, 9–5 support, 48-hour SLA); Pro: $99/user/month (email+chat, 24×5, 4-hour SLA on high priority); Enterprise: custom pricing starting at $499/month with 24×7 coverage, dedicated account manager, and quarterly QBRs. Include onboarding fees: single-day technical onboarding $500, full migration and integration $3,000–$10,000 depending on scope.

Price to cover labor + tooling + margin: estimate per-agent fully loaded cost (salary, benefits, tools) at $80k–$120k/year in the US, which translates to roughly $6,500–$10,000/month per FTE. Use this to model breakeven for each pricing tier and to decide whether to offer a managed or self-service model.

Escalation, incident response, and crisis playbook

• Tiered escalation path: Agent → Team Lead (15–30 min) → Technical Escalation (30–60 min) → Product/Engineering (2–4 hours) → Incident Commander (within 1 hour for SEV1).
• Incident classifications: SEV1 (service down, P0) response within 15 minutes, SEV2 (major degradation) response within 60 minutes, SEV3 (partial impact) within 4 hours.
• Post-incident: publish timeline within 24 hours, technical RCA within 72 hours, and a remediation plan with owner and ETA within 7 days.

Run tabletop incident drills quarterly and a full incident simulation annually. Record incident metrics (MTTR, number of customers affected, revenue impact) and publish a summary to customers for transparency when SEV1 incidents occur.

Reporting, metrics cadence, and contact examples

Daily: ticket volume, SLA breaches, and backlog. Weekly: CSAT, FCR, AHT, staffing forecast. Monthly: NPS, churn correlated to support trends, cost-per-ticket, and KB usage. Quarterly: strategic reviews with product, roadmap prioritization driven by support trends, and training backlog resolution.

Sample contact placeholders (replace with your production values): Support line: +1-800-555-0123 (example), Support email: [email protected], Status page: status.mojo.example.com. Headquarters example address: 123 Mojo Way, Suite 200, Austin, TX 78701 (example). Operational hours: 24×5 with optional 24×7 Enterprise add-on.

How do I contact Mojo support?

We’d love to hear from you!
Ready for a chat? We’re excited to connect. Please feel free to contact our sales team at 877-859-6656. Please fill out the form and we will contact you during the next business day.

Is there a phone number for visible customer service?

Visible does not offer phone-based support. We do not operate physical stores. All services and devices can be found or purchased via the Visible website and the Visible App.

Who owns Mojo Company?

Mojo, a local cola drink brand owned by Akij Foods and Beverage, utilised the sentiment of solidarity among Bangladeshis towards Palestine. By pledging a taka for each bottle sold to the Palestine fund, Mojo struck a chord with consumers.

Can I cancel my Mojo subscription?

Go to your account settings, and click “Cancel your membership”. Follow the steps from there. Please contact us to claim a refund, and we’ll get back to you by the next working day.

How do I contact Mojo decoys?

866-216-6656
How do I receive customer support? You can reach us using our contact form or give us a call at 866-216-6656.

Does booking.com have a 24 hour customer service phone number?

We’re available 24 hours a day. Contact our agents about your booking, and we’ll reply as soon as possible. For anything urgent, you can call us 24/7 at a local or international phone number.