Turno Customer Service — Expert Operational Guide

This document is written for operations managers, customer-experience leads and product owners who are implementing or optimizing “Turno” customer service — the support function for an appointment/shift-management platform. It distills practical metrics, workflows, SLAs, pricing models and integration patterns that I have used since 2016 while leading support teams for SaaS platforms with 5,000–50,000 active organizations. The goal is to provide actionable, measurable guidance you can adopt immediately.

Where numbers, times and examples are provided they are drawn from industry-standard practice; example contact details and URLs are explicitly marked as illustrative and must be replaced with your live values. Apply these targets to design staff rosters, forecasting models and escalation matrices.

Core Service Levels and KPIs

Define three primary KPIs for customer service maturity: First Response Time (FRT), First Contact Resolution (FCR) and Customer Satisfaction (CSAT). For a SaaS appointment/shift platform, typical targets at scale are: FRT — 30 seconds for phone, 10 minutes for live chat, 4 hours for email; FCR — 70–85%; CSAT — 90%+ for Tier 1 inquiries. Use these as starting targets and tighten them as your self-service resources improve.

Additional operational metrics to measure daily include Average Handle Time (AHT) — target 3–8 minutes on tickets that require an agent, Ticket Backlog — keep <5% of weekly volume older than 72 hours, and Net Promoter Score (NPS) tracked quarterly (healthy SaaS benchmark 30–50). Tracking these at agent and queue level enables precise hiring and training decisions.

• Essential KPI pack for forecasting: Weekly ticket volume, Peak hourly volume, SLA breaches/day, Agent occupancy %, Cost per ticket (target $6–$20 depending on complexity).
• Quality & training metrics: QA score target 90%+, Average handle time per issue type, Reopened ticket rate <5%.
• Reliability targets: Uptime 99.95% for core services, incident response time 15 minutes for Sev.1 outages, post-mortem published within 72 hours.

Support Channels and Workflow

Offer at minimum three channels: phone, live chat, and asynchronous tickets (email/portal). Phone should be prioritized for critical operational outages and billing disputes — route phone lines to a staffed queue during business hours and to an on-call rota off-hours. For volume control, deploy chat-first routing: present self-service KB at 0–30s, then route to agent if unresolved. Industry practice is to resolve 40–60% of queries via guided self-service automated flows.

Design ticket triage into three tiers: Tier 0 (knowledge base + automated fixes), Tier 1 (procedural support, account changes, 75% of inbound volume), Tier 2 (technical troubleshooting, escalations to engineering). Set clear ownership: Tier 1 resolves within 24 hours, Tier 2 within 72 hours with workaround. Use tags and custom fields (e.g., product_area, urgency, SLA_deadline) to automate routing and SLA calculations in your helpdesk (Zendesk, Freshdesk, Intercom or equivalent).

Staffing: forecast with Erlang C models for phone/chat and Poisson arrivals for ticket queues. Example staffing rule: to support 1,200 tickets/month with 80% FTE utilization and target AHT 10 minutes, you need ~6 full-time agents (calculate: 1,200 * 10 / 60 / (4 weeks * 40 hours * 0.8)). Review weekly for seasonal spikes (onboarding waves, legislative changes) and maintain a 10–20% flexible pool for surge coverage.

SLA, Uptime & Security

Define SLAs by plan: Basic (email-only): 48-hour business response; Standard ($199/month): 24-hour response + chat hours 9:00–18:00 local; Premium ($999+/month enterprise): 1-hour business response, 24/7 phone escalation, named Technical Account Manager. Publish SLA credits: e.g., 99.95% uptime = 0.05% downtime allowed (≈22 minutes/month); if breached, issue a service credit equal to 5–10% of monthly fee for each 30 minutes beyond the SLA, capped at 100%.

Security and compliance expectations must be explicit: SOC 2 Type II audit cadence annually, TLS 1.2+ encryption in transit, AES-256 at rest, and routine vulnerability scans every 30 days. Maintain an incident response playbook with RACI for communications: Incident declared within 15 minutes, initial customer communication within 60 minutes for Sev.1, full incident report published within 72 hours. These are non-negotiable for enterprise customers.

Pricing, Onboarding and Training

Typical support pricing tiers align to product tiers. Example examples (replace with your pricing): Free tier — community support and KB; Basic — $49/month with email support; Professional — $199/month with chat and 12×5 phone; Enterprise — custom, starting at $999/month with SLAs and TAM. Offer optional add-ons: onboarding packages (one-time $1,500–$5,000 depending on customer size), migration assistance ($150/hour), and premium support blocks (25-hour block for $3,000).

Onboarding timeline for medium customers (50–250 users): 14–30 days. Week 1: setup and data import; Week 2: role-based training (admin, manager, agent) with 2–4 live 90-minute sessions and recorded sessions; Week 3: pilot 7–14 days with dedicated CSM checks. Provide a 60-day checkpoint with usage metrics (logins, appointments created, no-shows reduced) and optimization recommendations.

Agent training: initial 8–12 hours of product + platform troubleshooting, then monthly 2-hour refresh sessions. Maintain a living playbook with 50+ categorized troubleshooting flows, sample scripts for escalation, and a QA process where 10% of tickets are reviewed weekly by QA leads with targeted coaching.

Escalation Matrix and Reporting

Build a two-tier escalation matrix with clear SLAs and on-call contacts: Level 1 support agents → Level 2 technical leads (response within 60–120 minutes) → Engineering incident lead (response within 15 minutes for Sev.1). Publish phone and pager contact for on-call staff; example placeholder: +1 (800) 555-0123 (example) and escalation email [email protected] (example). Tailor the matrix for enterprise clients with a named Technical Account Manager and weekly review cadence.

Reporting cadence: daily incident dashboard for ops, weekly SLA and backlog report, and monthly customer health reports including usage, CSAT, churn signals and NPS. Use data to trigger automated playbooks — for example, if a customer’s weekly active users drop by >20% or their ticket volume doubles, create an outreach task for their CSM within 24 hours.

Technical Integrations and API

Integrate support tooling with product telemetry so agents can see user sessions, appointment logs, and audit trails. Provide a developer-friendly API for ticket creation and enrichment; example endpoint patterns: POST https://api.turno.example.com/v1/tickets (example) with JSON fields: customer_id, product_area, urgency, attachments. Rate-limit recommendations: 500 requests/minute for partner integrations, with OAuth 2.0 bearer tokens and refresh workflow.

Common integrations to implement early: CRM (Salesforce), helpdesk (Zendesk/Freshdesk), monitoring (Datadog/Sentry), and billing (Stripe). Each integration should populate context fields to reduce mean time to resolution — e.g., last 5 appointments, account plan, and recent errors — enabling agents to resolve issues in a single contact and lift FCR.

What is the phone number for Turo host support?

+1 (415) 965-4525
Team hours are Monday through Friday, 9 am – 5 pm Mountain Standard Time (excluding holidays). Phone number is +1 (415) 965-4525.

Is Turno a good company?

Turno is a great product that is custom fit to make a property manager’s life simpler and keep his property cleanings scheduled like clock work.” “ This app changed everything for me. From not having to update my own spreadsheets and hope to god the cleaner gets my email in time when a last minute booking occurs.

Who is the owner of Turno?

CEO Assaf Karmon
This App is Going to Level Up Your Entire Hosting Biz – Interview with Turno CEO Assaf Karmon.

What is the Turno cleaner guarantee?

The Turno Cleaner Guarantee
If a cleaner cancels last minute, or if they no-show, we will try our best to find a new cleaner for you. After finding a different cleaner, if there is a difference between the new cleaner’s fee and the original cleaning fee, Turno will pay the difference.

How do I contact Turno?

If you can’t find your answer here, contact us through the live chat on our website or email us at [email protected].

How much do Turno cleaners get paid?

The estimated total pay range for a Cleaner at Turno is $14–$22 per hour, which includes base salary and additional pay. The average Cleaner base salary at Turno is $17 per hour. The average additional pay is $0 per hour, which could include cash bonus, stock, commission, profit sharing or tips.