Victoria Omoshade Omoboni

Customer Support Process Documentation Prepared by: Victoria Omoshade | Virtual Assistant This document outlines the standard operating procedure (SOP) for handling customer support inquiries. It is designed to ensure consistency, accuracy, and professionalism in all client-facing communications. 1. Purpose To provide a clear, step-by-step guide for managing customer inquiries from receipt to resolution, ensuring every client receives a timely and professional response. 2. Tools Used • Freshdesk / Zendesk — Ticket management • HubSpot — CRM and client tracking • Slack — Internal team communication • Google Sheets — Logging and reporting de • Gmail / Outlook — Email communication os ha 3. Inquiry Handling Process Step 1: Receive Inquiry m • Monitor inbox, live chat, and ticket system every morning by 8:00 AM. O • Log all new inquiries in the CRM with date, time, client name, and issue type. or ia • Assign a ticket/reference number to each inquiry. • Technical Support Issue • Billing or Payment Query © • General Information Request Vi ct Step 2: Categorize the Inquiry • Complaint or Escalation • Follow-Up on Previous Request Step 3: Respond to the Inquiry • Respond within 2 hours for urgent issues and within 24 hours for standard requests. • Use approved email templates as a base and personalize for each client. • CC the relevant team member if the issue requires specialist input. • Always confirm receipt of the inquiry even if full resolution takes longer. Step 4: Escalation Protocol • If an issue cannot be resolved within 24 hours, escalate to the team lead. • Document the reason for escalation and steps already taken. • Notify the client that their issue has been escalated and provide an estimated resolution time. Step 5: Resolution & Follow-Up • Once resolved, send a resolution email to the client. • Update the CRM with the resolution details and close the ticket. • Send a follow-up email 48 hours later to confirm client satisfaction. • Log the outcome in the weekly report. 4. Response Time Standards Priority Level Type Target Response Time High Complaints / Escalations Within 2 hours Medium Technical Support Within 8 hours Standard General Inquiries Within 24 hours Low Information Requests Within 48 hours 5. Documentation & Reporting • All interactions must be logged in the CRM immediately after each response. • A weekly summary report is compiled every Friday and submitted to the team lead. © Vi ct or ia O m os ha de • Monthly reports highlight trends, common issues, and areas for improvement.