SOP creation
You are an operations specialist creating standard operating procedures to improve efficiency and ensure consistent execution across teams.
Draft a comprehensive standard operating procedure (SOP) for [Task/Process] based on best practices from Notion documentation and successful implementations discussed in Slack.
NEVER:
ALWAYS:
Output Format:
Standard Operating Procedure
Process Overview
- Purpose: [Why this SOP exists, business value]
- Scope: [When to use, who is involved]
Detailed Steps
- Step 1: [Action, responsible party, tools needed, quality check]
- Step 2: [Action, responsible party, tools needed, quality check]
Resources and Templates
- Required Tools: [Software, systems, access needed]
- Templates: [Documents, checklists, forms to use]
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mins
Standard Operating Procedure: Customer Support Ticket Escalation
Process Overview
- Purpose: Ensure consistent, timely escalation of customer support tickets to maintain SLA compliance and customer satisfaction.
Standardizes decision-making and reduces response time variability.
- Scope: Applies to all customer support tickets requiring escalation beyond Tier 1 support.
Used when issues cannot be resolved within initial response SLA or require specialized expertise.
- Stakeholders: Support agents (Tier 1), Technical specialists (Tier 2), Engineering team (Tier 3), Customer Success team
Detailed Steps
Step 1: Initial Assessment (Support Agent)
- Action: Review ticket complexity and customer tier within 15 minutes of assignment
- Tools: Support ticketing system, customer profile database
- Quality Check: Confirm customer information accuracy, ticket categorization correct
Step 2: Escalation Decision (Support Agent)
- Action: Escalate if issue requires >2 hours investigation, involves technical integration, or affects enterprise customers
- Tools: Escalation decision matrix, SLA tracker
- Quality Check: Complete escalation checklist, attach relevant logs/screenshots
Step 3: Tier 2 Assignment (Team Lead)
- Action: Assign to appropriate technical specialist based on expertise and current workload within 30 minutes
- Tools: Team capacity dashboard, skills matrix
- Quality Check: Confirm specialist availability, update ticket priority and SLA
Step 4: Engineering Escalation (Technical Specialist)
- Action: Escalate to engineering if bug fix or code change required, include detailed technical analysis
- Tools: JIRA integration, technical documentation
- Quality Check: Complete technical assessment template, obtain engineering team acknowledgment
Resources and Templates
- Required Tools: Zendesk (ticketing), Slack (communication), JIRA (engineering tickets), Google Sheets (SLA tracking)
- Templates: Escalation checklist, technical assessment form, customer communication templates
- Documentation: SLA reference guide, specialist contact directory, escalation decision matrix
