Squire Customer Service — Expert Operational Guide
Contents
- 1 Squire Customer Service — Expert Operational Guide
- 1.1 Overview and purpose
- 1.2 Channels, SLAs, and entitlements
- 1.3 Staffing, workflows, and capacity planning
- 1.4 Key performance indicators and targets
- 1.5 Training, knowledge base, and onboarding
- 1.6 Escalation flow, incident management, and communication
- 1.7 Feedback loops, product input, and continuous improvement
Overview and purpose
Squire customer service is the frontline experience for barbers, shop managers, and end-clients who use Squire-style salon and appointment platforms. The objective is to reduce friction around booking, payments, POS, and staff scheduling while delivering retention-focused outcomes: fewer chargebacks, faster resolution of outages, and improved Net Promoter Score (NPS). In practice, that means designing tiered support, clearly defined SLAs, and a continuous feedback loop into product and operations.
This guide provides practical, actionable standards you can implement today: response targets, staffing ratios, training curricula, sample pricing tiers, escalation flows, and measurable KPIs. I wrote it from the perspective of a customer service lead with 8+ years running support for point-of-sale and scheduling SaaS platforms serving 1,000–10,000 small-business locations.
Channels, SLAs, and entitlements
Offer at minimum: email, in-app chat, knowledge base, and a phone escalation line. Recommended SLAs (industry-proven for SMB-facing SaaS): Critical — first response ≤ 1 hour and continuous updates until resolved; High — first response ≤ 4 hours, resolution target ≤ 24–48 hours; Medium — first response ≤ 24 hours, resolution target ≤ 3–5 business days; Low — first response ≤ 72 hours. Publicly document these SLAs on your support portal and in terms of service to set expectations.
Tier support entitlements by price point to protect margins. Example pricing model for reference: Basic Plan $29/month — email & knowledge base, 48-hour SLA; Pro Plan $129/month — chat + phone during business hours, 8-hour SLA for High; Enterprise Plan $599+/month — 24/7 support, dedicated Customer Success Manager (CSM), 1-hour Critical SLA. These numbers reflect typical market positioning for SMB-focused POS/scheduling platforms as of 2024.
Staffing, workflows, and capacity planning
Staffing must be driven by ticket volume, channel mix, and desired response time. Operational benchmarks: one full-time support agent can reasonably handle 40–80 tickets per day if average handling time (AHT) is 8–12 minutes; chat load allows higher concurrency (3–5 chats); phone requires scheduled availability. For high-touch CSM work, allocate 1 CSM per 15–25 top-tier accounts (accounts generating >$1,500/mo or >20 locations).
Use a simple forecast formula: expected monthly tickets = active accounts × 0.6 tickets/account/month (adjust by product maturity). Multiply monthly tickets by average handling time to get agent-hours and add 20–30% for administrative tasks. Always plan for peak days (e.g., Black Friday or holiday booking peaks), where ticket volume can spike 2–4x; brief surge staffing or on-call rotation prevents SLA breaches.
Key performance indicators and targets
Measure both efficiency and outcome metrics. Core KPIs to track weekly and monthly: First Response Time (FRT), Resolution Time (RT), Customer Satisfaction (CSAT), Net Promoter Score (NPS), First Contact Resolution (FCR), and ticket backlog. Target levels for a competitive SMB SaaS support program: CSAT ≥ 85%, NPS ≥ +25, FCR ≥ 70%, average FRT for chat ≤ 5 minutes, email FRT ≤ 4 hours, and median RT for High tickets ≤ 24 hours.
Instrument every interaction: collect CSAT on 1–5 scale after ticket closure, and run NPS quarterly across paying customers. Use trend analysis (12-week rolling) to detect regressions — if CSAT drops 5 percentage points within a month, trigger root-cause analysis within 3 business days and a corrective action plan.
Training, knowledge base, and onboarding
Frontline training should be structured and measurable: 3 days of product fundamentals, 2 days of support tooling (ticketing, CRM, phone), and 7–14 days of mentored shadowing on live tickets. Certification after 30 days (score ≥ 80% on a product and process exam) ensures consistency. Refresh training quarterly and whenever a major release (>3 features/month) ships.
Invest heavily in a searchable knowledge base: aim for a resolution deflection rate of 20–35% through self-service. Each KB article should include issue summary, step-by-step resolution, screenshots or short video (<90 seconds), escalation criteria, and last-reviewed date. Track article effectiveness by “helpful” votes and ticket correlation: if an article’s helpful rate < 50%, revise within 7 days.
Escalation flow, incident management, and communication
Define a clear 3-level escalation path: Level 1 — frontline agent resolves routine issues; Level 2 — technical support for integrations, payments, and data issues; Level 3 — engineering for product defects and outages. Maintain a 24/7 on-call rotation for Level 3 for Enterprise customers and critical incidents. Document RACI (Responsible, Accountable, Consulted, Informed) for each incident severity level.
- Sample escalation steps: (1) Agent triages & reproduces; (2) If reproducible and critical, open incident on internal tracker within 15 minutes; (3) Notify stakeholders (CSM, Ops, Engineers) within 30 minutes; (4) Public status page update within 60 minutes; (5) Post-incident report within 72 hours including root cause, timeline, and remediation plan.
Maintain a public status page (example: status.yourdomain.com) and push proactive email updates when outages impact >5% of active locations. Transparency reduces inbound volume and improves trust—companies that publish timely postmortems see a 10–20% improvement in CSAT on subsequent incidents.
Feedback loops, product input, and continuous improvement
Customer service is a primary sensor for product defects and UX friction. Implement a formal feedback pipeline: tag tickets with product areas, collect feature requests, and conduct monthly triage with product managers. Track the number of tickets tied to specific UX issues and prioritize fixes that will eliminate the largest ticket volumes — typically the top 5 issues account for 40–60% of inbound contacts.
- Actionable feedback process: (1) Tag and quantify requests weekly; (2) Present top 10 items in product cadence with ticket counts and business impact; (3) Close the loop by notifying affected customers when fixes ship (email + in-app banner).
Set objectives for continuous improvement: reduce repeat tickets by 15% year-over-year and improve documentation-driven deflection by 25% within 12 months. These targets are realistic for SaaS support teams that combine operational rigor with product partnership.
How do I get to services on Square?
From the Square POS app with mode enabled or from the Square Appointments POS app: Tap More > Items & Services from the menu. Tap All Services. Select one of your services.
How much is Square monthly fee?
An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview Square offers free basic software for most products, so there is no required monthly cost to get started; however, you pay per-transaction processing fees, and some advanced features and specific software products, like Full-Service Payroll, have monthly subscription fees (starting at $15/month for Email Marketing, $35/month plus per-person costs for Payroll, and up to $79/month for specific Online Store plans). Here’s a breakdown of Square costs: Free Starting Point (No Monthly Fees)
- Point of Sale (POS) System: The core Square POS software is free to use, with no monthly fees or hidden charges. You only pay per-transaction fees when you process a payment.
- Basic Online Store: You can start selling online with a free Square Online store plan, paying only per-transaction fees.
- Invoices & Virtual Terminal: Sending invoices and taking payments over the phone with a computer are also free to start, with per-transaction fees.
- APIs: Square’s developer APIs and SDKs are also free to use.
Monthly Fees for Advanced Features & Services
- Square Appointments: . Opens in new tabOffers paid plans that include advanced features for growing teams, starting at $29 per month per location.
- Online Store: . Opens in new tabHigher-tier plans for Square Online can cost $79 per month, billed annually.
- Payroll: . Opens in new tabFull-Service Payroll starts at $35 per month, plus a $6 monthly fee per person paid.
- Email & Text Marketing: . Opens in new tabEmail marketing software has a monthly fee starting at $15, and text message marketing has a fee plus messaging rates.
Per-Transaction Fees
- In addition to monthly fees (where applicable), you pay per-transaction fees for processing payments.
- In-person payments: Typically 2.6% + 10¢ or 2.6% + 15¢ depending on the specific service.
- Online and keyed-in payments: Typically 2.9% + 30¢ or higher.
- Afterpay: Using Afterpay for installment payments incurs a separate processing fee of 6% + 30 cents.
AI responses may include mistakes. Learn moreSquare Processing Fees, Plans, and Software PricingSquare POS. Get set up to sell in person, online, over the phone, or out in the field — no training required. Starting at $0/mo. P…SquarePlans & pricing – SquareSquare(function(){
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Does Squire charge a fee?
These fees help SQUIRE continue to maintain + enhance our client and barber product experience. Transactions under $30 receive a flat $1 booking fee. Transactions over $60 receive a flat $3 booking fee. Transactions between between $1-3 and calculated based on your appointment total.
What is the phone number for Esquire customer service?
1-888-797-9927
Our team is here to help. If you need assistance please call Customer Care at 1-888-797-9927, Monday- Friday 9 a.m. to 6 p.m. EST.
How do I contact square up customer service?
1-855-700-6000
You can call Square Support at 1-855-700-6000. There may be a wait when you call, so feel free to use our callback option if you can’t wait on the line.
How do I email Squires customer service?
If the promised delivery time has passed, please email [email protected] for help tracking your order.