YourScoreAndMore — Customer Service Playbook

Overview and value proposition

YourScoreAndMore customer service is designed to deliver measurable outcomes: faster resolution, higher retention, and demonstrable improvements in customer lifetime value. Our operational model targets a 90% Customer Satisfaction (CSAT) score, a Net Promoter Score (NPS) in the 55–65 range, and a First Contact Resolution (FCR) rate of 75–85%. These targets are realistic for a SaaS-enabled consumer service company and are tracked continuously through a single-source-of-truth service dashboard updated every 15 minutes.

We operate a multi-tier support architecture with predictable SLAs, documented escalation matrices, and a knowledge-first approach that reduces repeat contacts. The service philosophy is pragmatic: quantify baseline performance in month 1, reduce mean time to resolution (MTTR) by 20% within 90 days, and maintain churn impact under 0.5% attributable to support issues. All processes below are written for implementation in 2025 technology stacks (modern CRM, omnichannel routing, and automated quality sampling).

Operational standards, tooling, and KPIs

Core KPIs and operational standards are non-negotiable. Service hours are 08:00–22:00 ET, Monday–Sunday for consumer tiers, with 24/7 coverage for enterprise customers. Phone targets: 95% of calls answered within 20 seconds during covered hours; chat targets: initial response within 60 seconds; email targets: initial acknowledgement within 4 hours and full resolution within 24–48 hours depending on tier. Average Handle Time (AHT) target is 6–10 minutes for phone/chat interactions, and MTTR target is under 24 hours for ticketed issues in Standard plans.

Tooling must include a unified ticketing system (e.g., Zendesk/HubSpot/ServiceNow), a CRM with activity timelines, an in-app messaging SDK, and analytics that provide hourly SLA heatmaps. Use automated triage (keyword routing, intent detection) to reduce manual queueing by at least 30% and implement canned responses with personalization tokens to keep response time low without degrading quality.

• Essential KPIs (recommended): CSAT ≥90%; NPS 55–65; FCR 75–85%; AHT 6–10 min; MTTR ≤24 hours (Standard); 95% SLA adherence for enterprise contracts.
• Resourcing: 1 support agent per 150–250 active MAUs (monthly active users) depending on product complexity; shrinkage-adjusted scheduling with 30% buffer during peak weeks.
• Quality: QA sample 10% of contacts weekly, calibration sessions twice per month, and coaching cadence of 1:1 for underperformers within 7 days of detection.

Channels, workflows, and documentation strategy

YourScoreAndMore supports five primary channels: phone, email, in-app chat, social (Twitter/X + Facebook), and self-serve knowledge base. For routine account questions, prioritize the knowledge base and in-app help widget (target: deflect 40–60% of inquiries). For billing, authentication, and outage-related contacts, route directly to a human with context-rich tickets that include device, app version, and last five transactions. All inbound messages should surface the customer’s subscription tier to determine SLA and escalation path automatically.

Documented workflows must be no more than three clicks from the agent desktop: diagnostic checklist, next-step actions, and escalation owner. Maintain a living knowledge base: update critical articles within 24 hours of product changes and perform a full content audit quarterly. Use version control on documentation and store escalation playbooks as immutable records for compliance and post-incident review.

Support plans, pricing, and commercial details

YourScoreAndMore offers a tiered support pricing model to align expectations with cost and response speed. Typical consumer pricing is: Free plan — email-only support with 48–72 hour response SLA; Standard plan — $19.99/month per user (or $199/year) with 24-hour email SLA and chat during business hours; Priority plan — $49.99/month per user with 4-hour email SLA, priority chat, and phone access during business hours; Enterprise plan — custom pricing starting at $1,500/month with 24/7 phone + dedicated Technical Account Manager (TAM), quarterly business reviews, and a 99.9% uptime credit clause in SLAs.

Contract terms for Enterprise include a defined Service Level Objective (SLO) matrix, financial credits for missed SLA thresholds (example: 5% credit for total monthly downtime >0.1% of billed hours), and a minimum 12-month commitment. Add-on services (on-site training, data migrations, API support) are priced separately: typical migration projects run $3,000–$12,000 depending on complexity, with a median completion time of 4–8 weeks when staffed by a project manager and two engineers.

• Pricing snapshot: Free / $19.99/mo / $49.99/mo / Enterprise (from $1,500/mo).
• Typical enterprise SLA components: incident response <1 hour for Sev 1, recovery RTO ≤4 hours for major outages, TAM assigned within 7 business days of contract signature.

Hiring, training, and quality assurance

Hiring is competency-based: assess candidates for technical troubleshooting, communication clarity, and metrics ownership. Onboarding is 40 hours of structured training (product, systems, common escalations) plus a 60-day supervised shadowing period with progressive autonomy. New agents should handle at least 20 quality-monitored interactions before being certified for independent work.

QA uses a 15-point rubric covering accuracy, empathy, SLA adherence, and documentation completeness. Sample 10% of tickets weekly and remediate issues with targeted coaching sessions (30–45 minutes) and measurable improvement plans. Compensation links to performance: base plus discretionary bonuses tied to team CSAT, FCR, and adherence to documentation standards; top-quartile agents commonly earn 10–20% premium through incentive programs.

Escalation, incident management, and contact details

Escalation must be tiered and time-boxed: Severity 1 (system-wide outage) — notify engineering within 10 minutes, incident commander assigned within 30 minutes, customer communications dispatched every 30 minutes until resolution. Severity 2 (large subset affected) — response within 1 hour and status updates hourly. Severity 3/4 — standard ticket SLAs by support tier. On-call rotation is 1:7 for senior engineers and 1:14 for executives involved in incident escalation; restore time objectives are documented in the incident playbook and tested quarterly with simulated drills.

Contact details (support channels): Support portal — https://support.yourscoreandmore.com; general support email — [email protected]; phone (business hours) — +1-555-0199 — and emergency enterprise line +1-555-0111 (activated per contract). Headquarters (mailing): YourScoreAndMore, 123 Score Ave, Suite 400, Boston, MA 02110, USA. For contractual or SLA requests, send [email protected]; for press/partnerships, [email protected]. Maintain all timestamps in UTC on public incident pages and provide CSV downloads of historical incident logs for enterprise customers on request.

How do I cancel my subscription to the information?

How to change or cancel your The Information App subscription

1. Go to Settings > [your name] > Subscriptions.
2. Tap the subscription that you want to manage. Here’s what to do if you don’t see the subscription that you want.
3. Choose a different subscription option or tap Cancel Subscription.

How do I contact Synchrony Mastercard customer service?

For complete coverage terms and conditions, refer to your Guide to Benefits: for Synchrony Premier World Mastercard and Synchrony Plus World Mastercard at www.mastercard.us/synchronyWorldGTB; for Synchrony Preferred Mastercard at www.mastercard.us/synchronyCoreGTB; or by calling 1-800-MC-ASSIST (1-800-622-7747).

What is the best way to cancel unwanted subscriptions?

An AI Overview is not available for this searchCan’t generate an AI overview right now. Try again later.AI Overview The most effective way to cancel unwanted subscriptions is to identify them, access the subscription management area on the relevant platform (like the App Store, Google Play, or the subscription service’s website), and then follow the cancellation instructions. If direct cancellation isn’t possible, contact the company’s customer service.  Here’s a more detailed breakdown: 1. Identify Subscriptions:

• Review your bank and credit card statements: . Opens in new tabLook for recurring charges from companies you don’t recognize or no longer want. 
• Check your email: . Opens in new tabSearch for confirmation emails related to subscriptions you’ve signed up for, including free trials or promotional offers. 
• Use subscription management apps: . Opens in new tabTools like Rocket Money (formerly Truebill) or Trim can scan your financial accounts and identify recurring charges, even ones you might have forgotten. 

2. Cancel Directly Through the Service: 

• App Store (iOS): . Opens in new tabGo to Settings > [Your Name] > Subscriptions and find the subscription you want to cancel. 
• Google Play Store (Android): . Opens in new tabOpen the Play Store app, tap your profile icon, then Payments & subscriptions > Subscriptions. 
• Other online services: . Opens in new tabVisit the service’s website and navigate to your account settings or subscription management page. 
• Follow the cancellation instructions: . Opens in new tabTypically, you’ll find a “Cancel Subscription” button or a similar option. 

3. Contact Customer Service (If Needed):

• If you can’t find a cancellation option: Locate the company’s customer service contact information (usually on their website). 
• Contact them by phone or email: Explain that you want to cancel your subscription and request confirmation. 

4. Stay Organized:

• Set reminders: When signing up for free trials or introductory offers, create calendar alerts to remind you to cancel before the trial ends.
• Track subscriptions: Keep a list of your subscriptions, including renewal dates and cancellation policies, to stay on top of your recurring charges. 

5. Dispute Charges (If Necessary):

• If you’ve already been charged after canceling: Contact your bank or credit card company to dispute the charge. 

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What is the phone number for Creditscore customer service?

Unfortunately, if your credit report doesn’t meet these minimum requirements, we won’t be able to generate a FICO® Score for you. For additional information about your credit score, please contact Customer Care at 1-866-617-1894.

How do you cancel your score and more subscriptions?

Cancelling is easy and hassle-free. Simply call our customer service department at (800) 950-8040. You can also email your cancellation request to [email protected].

How do I cancel free score and more?

How do I cancel my membership? Contact customer service toll-free at 1-877-787-9002.