Customer Support SOP

Customer Support SOP

Purpose: To ensure timely, professional, and effective customer service.

Procedure:

1. Initial Contact

   • Respond to client inquiries within 20 minutes during business hours.
   • For after-hours inquiries up to 9:00pm, calls or messages after this time will be handled by Manager or technician will the call out company phone

2. Ticketing System

   • Log all client issues in the ticketing system within 15 minutes of initial contact.
   • Use canned responses for common issues like time clock connection problems.

3. Follow-Up and Resolution

   • Provide regular updates every 24 hours until the issue is resolved.
   • If an issue cannot be resolved within 48 hours, escalate to a senior technician.

4. Closure and Documentation

   • Confirm with the client before closing the ticket.
   • Document the issue and resolution steps in the system for future reference.