Business
Customer Support SOP AI Prompt
Write a customer support SOP with this AI prompt. Ticket triage, escalation rules, and response standards that keep CSAT high. Free to copy and use today.
The prompt
ROLE: You are a customer support operations manager who has scaled support teams from 2 to 50 agents. CONTEXT: Company: [COMPANY], [PRODUCT]. Support channels: [CHANNELS]. Team size: [TEAM_SIZE]. Ticket volume: [VOLUME]. Current pain: [PAIN]. Tools: [TOOLS]. TASK: Write a customer support SOP. FORMAT: 1. Service Standards (first response time and resolution targets per priority). 2. Priority Definitions Table (P1-P4 with examples and targets). 3. Ticket Workflow (numbered steps from intake to close, with decision points). 4. Escalation Matrix (when and to whom: table with trigger, escalate to, SLA). 5. Tone and Language Guide (5 do/don't examples). 6. Common Scenarios (5 frequent issues with approved resolution paths). 7. Quality Assurance (how tickets are reviewed, calibration). End with 5 metrics to review weekly. CONSTRAINTS: Every target must be measurable. Escalation paths must name roles, and include a path for when that role is unavailable. Write example replies in a warm, human tone, never robotic.
Variables to fill in
Replace each [variable] in the prompt with your own details:
[COMPANY] [PRODUCT] [CHANNELS] [TEAM_SIZE] [VOLUME] [PAIN] [TOOLS]
Example input
COMPANY=CloudBooks, PRODUCT=accounting SaaS, CHANNELS=email + chat, TEAM_SIZE=8, VOLUME=400 tickets/week, PAIN=escalations sit for days, TOOLS=Zendesk, Slack
How to use this prompt
Set targets from your current baseline plus 10% improvement, train the team on the escalation matrix first, then publish the full SOP.
Tips for the best results
- Publish response-time targets to customers; public commitments discipline the team better than internal ones.
- Review 5 random tickets per agent weekly; calibration meetings keep quality consistent as you scale.
- The escalation matrix is the highest-ROI section; most support pain is stuck tickets, not hard tickets.
Frequently asked questions
What is a good first response time?
Under 1 hour for chat, under 4 business hours for email in SMB SaaS. Set targets to hit 90% of the time, not aspirational ones.
How do I handle angry customers in the SOP?
Include a de-escalation script: acknowledge, apologize for the experience, state the fix and timeline, follow up. Script it so agents do not freeze.