Standard Operating Procedure (SOP): Customer Service

Business Name: Archive Compass
Tagline: Know where to look.
Effective Date: [DATE]
Version: 1.0

Purpose

To establish a structured and efficient customer service process for Archive Compass, ensuring timely and accurate responses to customer inquiries, complaints, and feedback. This SOP is tailored to the Records & Archive Finder niche, addressing the unique needs of customers seeking genealogy and historical records research assistance.

Scope

This SOP applies to all customer service activities conducted via email, phone, and chat for Archive Compass. It covers ticket classification, response time SLAs, escalation procedures, knowledge base maintenance, customer satisfaction measurement, complaint resolution, and proactive outreach.

Definitions

• Ticket: A customer inquiry, complaint, or request logged in the customer service system.
• CSAT: Customer Satisfaction Score, measured via post-interaction surveys.
• NPS: Net Promoter Score, measured via periodic surveys to gauge customer loyalty.
• Knowledge Base (KB): A repository of articles, FAQs, and guides to assist customers in self-service.
• Escalation: The process of transferring a ticket to a higher support tier for resolution.

Responsibilities

• Customer Service Representatives (CSRs): Handle Tier 1 inquiries, resolve basic issues, and escalate complex cases.
• Customer Service Manager (CSM): Oversee escalations, ensure SLA compliance, and maintain the knowledge base.
• Technical Support Team: Handle Tier 2 escalations involving technical or system-related issues.
• Operations Manager: Monitor CSAT/NPS metrics and oversee complaint resolution frameworks.

Procedures

1. Support Channel Setup

Archive Compass will provide customer support through the following channels:
- Email: [EMAIL]
- Primary channel for detailed inquiries and document requests.
- Phone: [PHONE]
- For urgent issues or customers requiring real-time assistance.
- Live Chat: Integrated via [WEBSITE_URL]
- For quick questions and navigation assistance.

Tools:

• Help Desk Software: Zendesk or Freshdesk for ticket management.
• Live Chat Tool: Intercom or Tawk.to.
• Phone System: VoIP solution such as RingCentral or Aircall.

2. Ticket Classification and Priority Matrix

Ticket Categories:

1. General Inquiry: Questions about services, pricing, or account setup.
2. Research Assistance: Requests for help locating specific records or archives.
3. Technical Issue: Problems accessing the website, payment issues, or errors.
4. Complaint: Dissatisfaction with service, delays, or errors in research results.

Priority Levels:

3. Response Time SLAs

• Email:
• High Priority: 2 hours
• Medium Priority: 4 hours
• Low Priority: 24 hours
• Phone:
• Immediate response during business hours ([9 AM - 6 PM, TIMEZONE]).
• Live Chat:
• Response within 2 minutes during business hours.

4. Escalation Tiers and Procedures

Escalation Tiers:

1. Tier 1 (CSR): Handles general inquiries, basic research assistance, and minor technical issues.
2. Tier 2 (Technical Support): Resolves complex technical issues or escalated customer complaints.
3. Tier 3 (CSM): Handles unresolved escalations, policy exceptions, and VIP customers.

Escalation Process:

1. CSR identifies the need for escalation based on ticket complexity or SLA breach.
2. CSR updates the ticket with detailed notes and assigns it to the appropriate Tier 2 or Tier 3 team.
3. Escalated tickets are reviewed within 1 business day by the assigned team.
4. The CSM monitors escalations weekly to identify recurring issues and process improvements.

5. Knowledge Base Maintenance

• Content Creation:
• CSRs and the CSM will document common questions, troubleshooting steps, and research tips.
• Articles must be reviewed and approved by the CSM before publication.
• Review Schedule:
• Quarterly review of all KB articles to ensure accuracy and relevance.
• Customer Feedback:
• Include a feedback option on each KB article to identify gaps or unclear content.

6. CSAT/NPS Measurement

CSAT:

• Survey Trigger: Sent automatically after ticket closure.
• Question: "How satisfied were you with the support you received?" (1-5 scale).
• Target Score: 90% satisfaction rate.

NPS:

• Survey Trigger: Sent quarterly to all active customers.
• Question: "How likely are you to recommend Archive Compass to a friend or colleague?" (0-10 scale).
• Target Score: 70+ NPS.

7. Complaint Resolution Framework

1. Acknowledge: Respond to the customer within SLA timeframes, acknowledging the issue.
2. Investigate: Gather all relevant details and review the case thoroughly.
3. Resolve: Provide a clear resolution or compensation (e.g., free month of service, expedited research).
4. Follow-Up: Confirm resolution satisfaction with the customer within 3 business days.
5. Document: Log the complaint and resolution details for trend analysis.

8. Proactive Outreach Triggers

• Abandoned Searches: Reach out to customers who abandon searches on [WEBSITE_URL] with an offer for assistance.
• Subscription Renewals: Email reminders 30 days before subscription expiration.
• Inactive Accounts: Contact customers inactive for 90+ days with a personalized offer or discount.

Metrics and KPIs

• First Response Time: Average time to first response (Target: <4 hours).
• Resolution Time: Average time to resolve tickets (Target: <24 hours for 90% of tickets).
• CSAT Score: Target: 90% or higher.
• NPS Score: Target: 70 or higher.
• Escalation Rate: Percentage of tickets escalated to Tier 2 or Tier 3 (Target: <10%).

Review Schedule

• Monthly: Review SLA compliance and ticket trends.
• Quarterly: Audit knowledge base and update SOP as needed.
• Annually: Conduct a full review of customer service processes and tools.

Exception Handling

• If SLAs cannot be met due to high ticket volume, the CSM must notify customers of delays and prioritize High Priority tickets.
• For unresolved escalations beyond 5 business days, the Operations Manager must intervene.

Approval

Prepared by: [REPRESENTATIVE_NAME], [REPRESENTATIVE_TITLE]
Approved by: [REPRESENTATIVE_NAME], [REPRESENTATIVE_TITLE]
Date: [DATE]

This SOP is designed to ensure Archive Compass delivers exceptional customer service tailored to the needs of genealogy and historical records researchers.