Purpose:

To outline the procedures for the support team to efficiently manage customer conversations using Intercom, ensuring timely, accurate, and professional responses that align with Sign Customiser’s values and standards.

Scope:

This SOP applies to all support staff responsible for handling customer conversations via Intercom at Sign Customiser.

Tools Required:

• Intercom
• Support Playbook
• Asana

Responsibilities:

• Provide professional, accurate, and timely responses.
• Follow all escalation protocols.
• Maintain a positive and customer-first tone.
• Ensure that all inquiries are resolved or escalated to the appropriate teams.

1. General Guidelines

1. Tone and Language:
   • Always use a professional, courteous, and empathetic tone.
   • Tailor the response to the customer’s mood (upset, confused, etc.).
   • Avoid jargon unless the customer is familiar with it.
2. Response Time:
   • First response: Answer new conversations within 5 minutes during working hours.
   • Follow-ups: Respond to ongoing threads within 2 hours.
   • Escalations: Hand over any unresolved issues within 1 working day to the appropriate team.
3. Communication Style:
   • Short and Clear: Keep responses concise but informative.
   • Confirm and Clarify: Restate key points of the customer’s issue to confirm understanding.
   • Positive Framing: Focus on what you can do, not what you can’t.

2. Managing Conversations