Standard Operating Procedure (SOP): Customer Service

Business Name: YourData365
Tagline: Own your M365 outcomes
Effective Date: [DATE]

Purpose

This SOP establishes a structured, efficient, and customer-focused approach to managing customer service operations at YourData365. It ensures timely resolution of customer inquiries, adherence to service level agreements (SLAs), and continuous improvement of customer satisfaction in the M365 Backup & Compliance niche.

Scope

This SOP applies to all customer service interactions, including email, phone, and chat support, for YourData365’s M365 Backup & Compliance solutions. It covers ticket classification, response time SLAs, escalation procedures, knowledge base management, customer satisfaction measurement, complaint resolution, and proactive outreach.

Definitions

• M365: Microsoft 365, a suite of productivity tools including Exchange, SharePoint, Teams, and OneDrive.
• Backup: The process of creating copies of M365 data to ensure recoverability in case of data loss.
• Compliance: Adherence to regulatory and organizational requirements for data security, retention, and privacy.
• CSAT: Customer Satisfaction Score, a metric to measure customer satisfaction.
• NPS: Net Promoter Score, a metric to measure customer loyalty and likelihood of recommendation.
• SLA: Service Level Agreement, a commitment to respond to and resolve customer issues within defined timeframes.

Responsibilities

• Customer Support Agents: Handle incoming inquiries, resolve tickets, and escalate as needed.
• Team Leads: Oversee ticket queues, manage escalations, and ensure SLA compliance.
• Knowledge Base Manager: Maintain and update the customer-facing knowledge base.
• Customer Success Manager (CSM): Conduct proactive outreach and manage high-value accounts.
• Operations Manager: Monitor KPIs, review SOP adherence, and implement improvements.

Support Channel Setup

YourData365 provides customer support through the following channels:

1. Email Support:
   - Address: [EMAIL]
   - Monitored 24/7 for all customer inquiries.

2. Phone Support:
   - Number: [PHONE]
   - Available Monday to Friday, 8:00 AM to 8:00 PM [TIMEZONE].

3. Chat Support:
   - Integrated via [WEBSITE_URL].
   - Available Monday to Friday, 8:00 AM to 8:00 PM [TIMEZONE].

4. Self-Service Knowledge Base:
   - URL: [WEBSITE_URL]/knowledge-base
   - Accessible 24/7 for FAQs, troubleshooting guides, and compliance resources.

Ticket Classification and Priority Matrix

Tickets are classified based on the nature and urgency of the issue:

Escalation Tiers and Procedures

1. Tier 1: Customer Support Agent
   - Handles initial ticket triage and resolution for P3 and P4 tickets.
   - Escalates P1 and P2 tickets immediately to Tier 2.

2. Tier 2: Technical Support Specialist
   - Resolves escalated P1 and P2 tickets requiring advanced troubleshooting.
   - Escalates unresolved issues to Tier 3 within SLA limits.

3. Tier 3: Engineering Team
   - Handles complex issues requiring code-level investigation or system changes.
   - Provides root cause analysis (RCA) for P1 incidents within 48 hours of resolution.

Escalation Path:
- Tier 1 → Tier 2: Immediate for P1/P2 or after 4 hours for P3/P4.
- Tier 2 → Tier 3: Immediate for unresolved P1/P2 or after 8 hours for P3.

Knowledge Base Maintenance

1. Purpose: Provide customers with self-service resources to resolve common issues.
2. Content Types: FAQs, step-by-step guides, video tutorials, compliance documentation.
3. Update Frequency:
   - Monthly review of top-searched terms and ticket trends.
   - Immediate updates for new features or known issues.
4. Ownership: Knowledge Base Manager.
5. Tools: Use [TOOL_NAME] for content management and analytics.

CSAT and NPS Measurement

1. CSAT Surveys:
   - Sent automatically after ticket resolution.
   - Question: “How satisfied are you with the support you received?” (1-5 scale).
   - Target Score: 90%+ satisfaction.

2. NPS Surveys:
   - Sent quarterly to all active customers.
   - Question: “How likely are you to recommend YourData365 to a colleague?” (0-10 scale).
   - Target Score: 70+ NPS.

3. Reporting:
   - Weekly CSAT and NPS reports reviewed by Operations Manager.
   - Monthly trends shared with leadership team.

Complaint Resolution Framework

1. Acknowledge: Respond to the customer within SLA acknowledging the issue.
2. Investigate: Gather all relevant details and assign to the appropriate team.
3. Resolve: Provide a resolution or workaround within SLA.
4. Follow-Up: Confirm resolution with the customer and ensure satisfaction.
5. Document: Log the issue, resolution, and any lessons learned in the CRM.

Proactive Outreach Triggers

1. Backup Failure Alerts:
   - Trigger: Missed backup jobs or errors.
   - Action: CSM contacts the customer within 1 business day to provide guidance.

2. Compliance Risks:
   - Trigger: Non-compliance with retention policies or audit failures.
   - Action: CSM schedules a call to review and resolve compliance gaps.

3. Usage Trends:
   - Trigger: Decrease in backup usage or customer engagement.
   - Action: CSM sends an email offering a health check and optimization session.

Metrics and KPIs

Review Schedule

• Monthly: Review ticket trends, SLA compliance, and knowledge base updates.
• Quarterly: Analyze CSAT/NPS scores and implement improvement plans.
• Annually: Comprehensive review of the SOP for relevance and effectiveness.

Exception Handling

1. SLA Breaches:
   - Notify the Operations Manager immediately.
   - Provide a detailed explanation and corrective action plan.

2. Unresolved Escalations:
   - Escalate to the Operations Manager and notify the customer of delays.

3. Customer Dissatisfaction:
   - Escalate to the Customer Success Manager for personalized follow-up.

This SOP is designed to ensure YourData365 delivers exceptional customer service, builds trust with clients, and maintains its reputation as a leader in M365 Backup & Compliance solutions.