Walley Customer Service — Expert Operational Guide

Contents

1 Walley Customer Service — Expert Operational Guide

Executive summary

Walley customer service should operate as a productized function: clearly defined channels, measurable service-level agreements (SLAs), trained agents, and a continuous improvement loop driven by data. In practice this means setting numeric targets for response times, first-contact resolution, Net Promoter Score (NPS), and unit economics, then staffing and tooling to meet them.

The recommendations below reflect operational norms common in fintech and payments support (2020–2025): aim for 80–95% SLA attainment, average handle time (AHT) of 4–12 minutes depending on channel, and FCR of 70–85%. Where I give concrete phone numbers, addresses or prices they are sample placeholders you should replace with Walley’s live details before publishing.

Channels, hours, and immediate-response expectations

Design channels by intent: high-trust issues (chargebacks, identity) require phone + secure portal; transactional questions (balance, invoice) are ideal for chat+knowledge base; complaints and complex disputes are best handled via case management and email. A recommended omnichannel setup: phone (09:00–19:00 weekdays), live chat (09:00–21:00), email/ticketing (24–48 hour SLA), and a public knowledge base updated weekly.

Operational targets for responsiveness should be explicit: answer 90% of inbound phone calls within 30 seconds, respond to live chat within 60 seconds, and reply to email/tickets within 4 business hours for high-priority and 24–48 hours for routine queries. For outages or fraud incidents, establish an emergency hotline and publish status updates on the operations page.

Example contact channels (replace with live Walley details): Phone: +1-800-555-0123; Email: [email protected]; Web: https://www.walley.com/support; Emergency hotline: +1-800-555-0199.

Example support center address for legal notices: Walley Support Center, 125 Finance Way, Suite 400, London W1 2AA, UK (use your registered address).

Service-level agreements, KPIs, and pricing implications

SLAs must be contractual where merchant uptime or dispute deadlines are involved. Typical SLA matrix for a fintech support desk: 95% of critical tickets resolved within 24 hours, 85% of payment disputes acknowledged within 4 hours, and refunds processed within 3–7 business days depending on payment rail. Tie SLA compliance to merchant penalties or credits if Walley’s product guarantees funds availability or reversal windows.

Key operational KPIs to track weekly and monthly are: CSAT (target 85%+), NPS (target +30 or better), FCR (70–85%), AHT (phone 6–10 min; chat 8–12 min), and SLA attainment (target 90%+). Track cost-per-contact by channel (typical benchmarks: phone $3–8, chat $1.50–4, email $0.50–2) to inform pricing tiers for white-label or premium support packages priced at, for example, £49–£249/month depending on SLA level.

Operational KPI targets (sample): CSAT ≥85%; NPS ≥30; FCR 75%; AHT phone 8 min; chat response ≤60s; SLA adherence ≥90%.

Staffing, training, and knowledge management

Staff to forecast: start with a baseline of 1 dedicated agent per 1,000 active merchant accounts for low-touch models, adjusting for product complexity and support hours. Use Erlang C staffing models for phone to determine FTEs for target answer rates; a simple rule-of-thumb: to achieve 90% of calls answered within 30s for 200 calls/hour you will need ~12–16 agents depending on shrinkage and occupancy.

Training must be product-first and scenario-driven. Create 30-day onboarding with 40% shadowing, 20% system certification (refund flows, KYC checks, chargeback protocols), and 40% live coaching. Maintain a searchable knowledge base with article-level owners, last-reviewed dates, and “time-to-resolution” metrics; require updates for any policy change within 24 hours of legal sign-off.

Escalations, dispute workflows, and compliance

Define a three-tier escalation matrix: Tier 1 — front-line agents for routine queries and canned refunds; Tier 2 — specialists for merchant integrations, complex billing, and partial refunds (response SLA 4 hours); Tier 3 — engineering/legal for fraud, chargebacks, or regulatory incidents (response SLA 1 hour for critical incidents). Document contact points, on-call rotations, and escalation SLAs in an internal runbook.

For disputes and chargebacks, include precise timelines and evidence requirements: collect transaction logs, signed authorizations, IP/device data and merchant correspondence; package evidence within 48 hours for first-representment. Comply with PCI-DSS, GDPR (for EEA customers), and local consumer-credit regulations; retain dispute evidence for the legally required period (commonly 6–24 months depending on jurisdiction).

Tools, reporting, and continuous improvement

Use an integrated stack: ticketing (Zendesk/Intercom), voice (Twilio/Genesys), CRM (HubSpot/Salesforce), BI (Looker/Tableau), and call recording/quality management. Automate routing rules based on merchant tier, payment type, and language; instrument every case with tags to analyze root causes weekly. Publish a monthly support performance dashboard with SLA %, CSAT trend, top 10 issues, and action items.

Run quarterly retrospectives with product, engineering, and compliance to close the loop: prioritize defect fixes that drive the top 20% of support volume, measure time-to-fix, and recalculate cost-per-contact after each major change. A disciplined, metric-driven approach converts customer service from a cost center into a retention and product-improvement engine for Walley.