Ownwell Customer Service — Expert Operational Guide

Executive overview

Ownwell’s customer service function must be built as a strategic revenue-protecting operation, not just a reactive cost center. For subscription-driven wellness brands, customer service directly influences churn, lifetime value (LTV) and referral growth: a 1% improvement in monthly retention typically increases LTV by 10–12% in subscription models. This guide sets out concrete SLAs, staffing formulas, escalation flows, training curricula and reporting metrics that a professional team should implement.

Below are practical, operationally specific recommendations you can implement immediately. They are based on benchmarks from SaaS and subscription retail: target CSAT ≥ 90%, Net Promoter Score (NPS) ≥ 40, first contact resolution (FCR) ≥ 75% and average response times of under 1 hour for synchronous channels and 12–24 hours for asynchronous channels.

Channels, SLAs and resourcing

Ownwell must support a minimum omnichannel presence: phone, email, live chat, SMS, social DMs and an in-app help center. Each channel should have a defined SLA and staffing plan. Practical SLA targets: phone hold < 60 seconds (answer rate ≥ 80%), live chat first response < 30 seconds, email first response < 6 hours (business hours), and social DM first response < 2 hours. For high-value customers (VIP subscribers or accounts > $500/year) enforce a 15–30 minute SLA for any channel.

Staffing formula (rule-of-thumb): each full-time agent can handle 35–45 inbound contacts/day across channels after automation; so for 2,000 contacts/month expect 7–9 agents plus 1 team lead. During peak launches or promotions multiply by 1.5–2x. Dedicated escalation engineers or product liaisons (1 per 15–20 agents) are needed to resolve technical issues that require internal dev or clinical input.

• Channel & recommended SLA: Phone — answer rate ≥ 80%, average handle time (AHT) 6–10 minutes; Live chat — response < 30s, AHT 8–12 minutes; Email/ticket — first response ≤ 6 hours, median resolution ≤ 48 hours; SMS — first response ≤ 15 minutes for transactional items; Social DM — first response ≤ 2 hours.
• Staffing & workforce planning: 1 agent per 35–45 contacts/day; 8-hour shifts covering 9:00–21:00 local time (or 24/7 if operating across multiple time zones); a schedule adherence target ≥ 92% and shrinkage allowance 25–30% to cover breaks, training, meetings.

KPIs, SLAs and reporting cadence

Measure both operational and experience KPIs daily and strategy KPIs weekly/monthly. Daily: contacts by channel, average response time, backlog, SLA attainment. Weekly: CSAT (post-interaction), FCR, agent utilization, escalation rate. Monthly: NPS, churn attributable to support interactions, cost per contact and LTV impact. Concrete targets to aim for in year one: CSAT ≥ 90%, FCR ≥ 75%, NPS ≥ 35, monthly churn attributable to support < 0.5% of active base.

Report dashboards should include time-series trend lines and cohort analyses (e.g., cohorts by join month, product SKU, or marketing channel). Use both mean and median values (AHT and response times skew), and surface outliers: 95th percentile wait time is critical to capturing poor experiences. Automate weekly reports to product and operations with an action log and owner assigned for each negative trend.

Escalation paths, refunds and service recovery

Define a three-tier escalation path: Tier 1 — front-line agents resolving 75–85% of contacts (common billing, order status, basic clinical FAQs); Tier 2 — senior specialists for chargebacks, complex clinical queries, account reconciliations; Tier 3 — product/engineering for bugs and legal/compliance for regulatory or litigation risks. Escalation SLAs: Tier 2 response < 12 hours, Tier 3 response < 48 hours with daily updates until resolution.

Refund policy and service recovery should be explicit and on-file: standard 30-day full refund for subscription cancellations (pro-rate beyond 30 days), express 48-hour processing for approved refunds, and a documented goodwill framework (credits, free months) with dollar caps per account (e.g., up to $75 without manager approval). Track recovery outcomes by cohort to evaluate whether credits reduce churn over 90/180-day horizons.

Training, quality assurance and culture

Initial onboarding for agents should be a minimum of 40 hours and include product deep-dives, billing systems, compliance (HIPAA or equivalent if applicable), and shadowing. Ongoing training: 4 hours/week per agent for product updates, role-plays and policy refreshes. QA should sample 4–6 interactions per agent weekly, scoring on accuracy, empathy, compliance and resolution quality; target QA score ≥ 90%.

Promote a coaching culture: weekly 1:1s for performance reviews, monthly skill labs for de-escalation and clinical literacy, and a public scoreboard for CSAT and FCR. Incentivize desired outcomes (e.g., bonuses tied to FCR and CSAT, not AHT alone) to avoid perverse incentives that shorten calls but reduce quality.

Technology, integrations and automation

Key tech stack items: a unified ticketing system (Zendesk, Freshdesk, or a modern CRM) with omnichannel routing, a knowledge base with analytics, a voice platform with call recording and workforce management, and a payment platform integrated via API for refunds and chargebacks. Integrations needed: billing system (Stripe/Chargebee), order management, product catalog, and analytics warehouse (Snowflake/BigQuery) for joined reporting.

Automate routine contacts: post-purchase confirmations, delivery tracking, subscription renewal reminders and self-serve refunds up to a threshold (e.g., $25). Use bot escalation benchmarks: hand off to a human after two failed bot attempts or sentiment detection of negative language. Expected impact from automation: reduce volume by 20–35% within 6 months while improving SLA attainment.

Customer-facing contact template (example)

Ownwell Support (example contact block): Phone: +1 (800) 123-4567 — Hours: Mon–Sun 09:00–21:00 CT; Email: [email protected]; Website: https://www.ownwell-example.com/help; Returns & Refunds address: Ownwell Returns, 1200 Wellness Ave, Suite 300, Austin, TX 78701. Emergency escalation (for VIPs or legal) via [email protected] with a 24-hour SLA.

Is Ownwell.com legitimate?

Ownwell is BBB Accredited.

Is Ownwell a one-time fee?

There are no up-front costs for using our service. You only pay after we’ve earned a tax reduction with a successful appeal. How does the referral program work? You can invite friends and neighbors to sign up for Ownwell by sharing your personalized referral code with them!

How do I contact Ownwell customer service?

How Do I Contact Ownwell?

1. California: 310-421-0191.
2. Georgia: 678-890-0767.
3. New York: 516-518-3334.
4. Washington: 206-395-8382.
5. Florida: 305-901-2905.
6. Illinois: 312-500-3131.
7. Texas: 512-886-2282.

How do I cancel my Ownwell membership?

CANCELLATION. You can cancel your subscription at any time by contacting through the contact information provided below. Your cancellation will take effect at the end of the current paid term. If you are unsatisfied with the Site or our Services, please contact us or call us at (512) 886 2282.

What is the success rate of Ownwell?

86%
With an average success rate of 86%, Ownwell has achieved over $10 billion in assessment reductions across target states.

How do I contact Temu customer service live chat 24/7?

1. Go to the ‘You’ page and tap the customer service icon in the top-right corner to enter the ‘Support’ page. 2. After entering the ‘Support’ page, scroll to the bottom of the page and tap the ‘Contact us’ button.