mylife Customer Care

Overview and mission

mylife Customer Care is designed to deliver fast, accurate, and human support across every channel our customers use. Our program prioritizes first-contact resolution, transparent updates, and secure handling of personal data. We operate with clear service levels, measurable quality standards, and a continuous improvement loop so that every month our service gets faster and more reliable.

We support the full customer journey, including account access, billing and subscriptions, orders and shipping, device and app troubleshooting, and complaints or refunds. On a typical month we handle 18,000–22,000 contacts across voice, chat, email, and social messaging; seasonal spikes (November–January and May) can lift volumes by 25–35%. Our knowledge base resolves an additional 35–45% of inquiries without agent intervention.

How to reach us and hours of operation

We offer multi-channel support to meet customers where they are. Standard hours are Monday–Friday 07:00–19:00 local time and Saturday 08:00–17:00; chat and email continue overnight with a reduced crew. Severity-1 issues (service outages, account lockouts impacting access to paid services, safety concerns) are covered 24/7 via on-call escalation. For real-time updates on system health, check our status page at https://status.example.com/mylife.

For written support, use our help center at https://support.example.com/mylife to search articles, open a ticket, or start a live chat. Uploading screenshots or logs when submitting a case typically reduces time to resolution by 30–40%. If you are contacting us about billing, include your order ID (format: ML-YYYY-#####) and the last four digits of the payment method so we can locate your record in under one minute.

• Live chat: best for quick troubleshooting; average queue time under 60 seconds during business hours; transcripts emailed on request.
• Email/web ticket: ideal for complex issues requiring attachments; first response target under 2 business hours; resolution target within 24–48 hours.
• Callbacks/voice: designed for urgent, multi-step issues; average speed to answer under 90 seconds; call recordings used for quality and consent.
• Social DMs: triage and handoff only; we move account-specific conversations to secure channels within 15 minutes.

Service levels and performance goals

We publish clear, channel-specific service levels and maintain dashboards visible to support leadership and customer-facing teams. These targets are reviewed quarterly against actual performance and adjusted when new products, policies, or seasonality change the work mix. Our default error tolerance for critical processes (refunds, cancellations, ID verification) is under 0.5%.

Below are our core targets for 2025; we consistently achieve or surpass these goals in steady-state weeks. In peak weeks, we prioritize safety, access, and billing stops while invoking surge staffing to protect the queue.

• Response times: chat ASA ≤ 60 sec; voice ASA ≤ 90 sec; email FRT ≤ 2 business hours; social DM initial reply ≤ 30 minutes.
• Resolution times: 80% within 24 hours; 95% within 72 hours; Severity-1 restore/mitigate ≤ 4 hours.
• Quality and satisfaction: CSAT ≥ 92%; NPS ≥ +45; First Contact Resolution ≥ 75% (voice/chat) and ≥ 65% (email).
• Productivity: AHT 6.5 min (voice), 5.0 min (chat), 9.0 min (email); occupancy 78–85%; abandonment ≤ 3%.
• Financials: cost/contact ≈ $3.80 (digital) and $6.50 (voice); refund processing ≤ 3–5 business days to card; chargeback win rate ≥ 55%.

Triage, verification, and privacy

Before accessing account data, we verify identity using two factors: something you know (account email, order ID, or last four digits of a card on file) and something you have (a one-time code sent via email or SMS). For higher-risk requests (data exports, deletions, payment changes), we require a successful two-factor challenge within the last 15 minutes and confirmation from the primary email on the account.

We are privacy-by-default. Agents see only the minimum data required to solve the issue, and sensitive fields are masked in the CRM. All access is logged and audited weekly. We honor GDPR and CCPA/CPRA rights: data access or deletion requests are acknowledged within 24 hours and completed within 30 days (most within 7 days). If you are an authorized representative, include your signed authorization and a government-issued ID; we respond with a secure upload link that expires in 24 hours.

Common requests and resolution playbooks

Account access and security: If you cannot log in, we first verify the account email and device type, then send a one-time code. If 2FA is misconfigured, we issue a recovery link valid for 15 minutes and require a password reset (minimum 12 characters, not used in the last 12 months). Lockouts after five failed attempts auto-clear after 30 minutes, or an agent can manually clear them after ID verification.

Billing and subscriptions: For plan changes or cancellations, we process immediate downgrades and pro-rate charges to the day. Refund eligibility follows a 14-day satisfaction window on first purchases and a 7-day window on renewals if no usage occurred. Once approved, refunds post in 3–5 business days (PayPal within 48 hours). Disputes are answered within 5 calendar days with full evidence (usage logs, timestamps, terms acceptance).

Orders and shipping: Standard shipping in the US is 3–5 business days (tracked); expedited is 1–2 business days. If an order is marked delivered but missing, we file a carrier trace within 24 hours and resolve with a replacement or refund in 3 business days. For DOA items, we cross-ship once photos or a diagnostic log confirm failure; out-of-warranty replacements are offered at a discounted rate, with exact pricing provided before billing.

Escalations, complaints, and refunds

We classify issues by severity. Severity-1: widespread outage, safety concerns, or payment failures affecting many customers; response within 15 minutes and hourly updates until resolved. Severity-2: single-customer loss of access or financial impact; response within 1 hour, resolution target same day. Severity-3: standard support cases; resolution within 24–48 hours. We keep a public incident log for Sev-1 events on https://status.example.com/mylife.

Formal complaints receive a named owner and a written plan within one business day. If we need more than 72 hours to resolve, we provide daily updates with the remaining steps. We authorize goodwill credits up to $25 without supervisor approval and up to $100 with approval when service did not meet standards. Refunds follow policy, but we will make exceptions for documented errors (double charges, mis-ships) regardless of window.

Accessibility and language support

All support content targets WCAG 2.1 AA: clear headings, alt text on images, transcripts for video, and keyboard navigation. We support relay services for hearing-impaired customers and can schedule typed-chat sessions in advance. Our chat widget is screen-reader friendly, and color contrast ratios exceed 4.5:1 for readability.

We provide live support in English and Spanish, with on-demand translation for 20+ languages (including French, German, Portuguese, and Japanese). Translation adds about 5–10 minutes to handling time. For email, we route to bilingual agents when possible; for voice, we conference an interpreter and stay on the line to ensure accuracy.

Tools, data, and continuous improvement

We run on an integrated CRM and ticketing stack with IVR/chat routing, identity verification, and screen-pop to reduce handle time. Agents have a single-pane view of orders, billing, devices, and prior conversations. We ship knowledge base updates daily and flag articles for refresh when deflection declines below 25% or when customer feedback indicates confusion.

Every week we conduct root-cause analysis on the top five drivers by volume and dissatisfaction. We publish a one-page “voice of the customer” report with trends, verbatim examples, and the dollar impact of defects. Quality assurance samples at least five interactions per agent per week, scoring accuracy, empathy, and policy adherence; agents receive 30 minutes of coaching with action items and re-scores within seven days.

Staffing, capacity, and cost

We forecast volumes using a 12-week rolling model with promotions, releases, and seasonality layered in. Staffing targets keep occupancy between 78% and 85% to balance speed and agent well-being. Shrinkage (PTO, meetings, training) averages 28–32%; we schedule to cover it and run a 10–15% surge bench during launches. Example: 20,000 monthly contacts at 6.5 minutes AHT equals ~2,167 hours of work; with 80% occupancy and 30% shrinkage, that’s roughly 17.3 FTE for voice plus 9.1 FTE for digital channels.

Cost per contact is tracked weekly. We lower costs without sacrificing quality by increasing self-service deflection, improving FCR, and simplifying policies. Process improvements with the highest ROI in 2024–2025 include clearer billing emails (cut billing contacts by 18%), proactive shipment notifications (reduced WISMO by 29%), and automated device diagnostics in chat (reduced AHT by 1.2 minutes).

Self-service and help center

Our help center at https://support.example.com/mylife covers account, billing, orders, and technical topics, each with step-by-step guides, screenshots, and short videos. Articles include expected time to complete, prerequisites, and links to related topics. Most readers find answers in under three minutes; if not, a contact form pre-fills context from the article they were viewing to avoid repeated questions.

We measure self-service effectiveness by search success rate, article helpfulness, and deflection. Articles with less than 70% helpfulness or more than 30% bounce rate are rewritten within two weeks. Release notes are published within 24 hours of any change that could affect user experience, and every article shows its last-updated date so customers know the guidance is current.