SOP - Support Calls

INBOUND CALLS

Call Handling Standards

All inbound calls take priority. Answer within 2–3 rings when possible. Open HubSpot immediately and search by phone number or request the order number at the start of the call. Document notes in HubSpot during or immediately after the call.

Always confirm:

• Client or company name

• Order number

• Best callback number (if different from caller ID)

1. Quick or Simple Client Questions

Definition: Questions that can be answered in real time without investigation or cross-department follow-up. Examples include questions about tracking numbers, shipping status, estimated delivery dates, basic setup instructions, and confirmation of order contents.

Questions regarding tracking, order status, delivery dates, and some setup questions, can be addressed immediately while on the phone.

Process:

a. Locate the order in HubSpot or Shopify while on the call.

b. Provide clear, direct answers. Avoid speculation.

c. If referencing tracking, confirm the carrier and provide the tracking number verbally and offer to resend via email.

d. For setup questions, walk the client through key steps briefly and offer to send setup instructions or video links via email.

If the answer cannot be confirmed immediately, inform the client that you will follow up by email, set a clear expectation for when they can expect a response (for example, by end of day), and create a task in HubSpot to ensure timely follow-through.

2. Question Regarding Graphics

a. Request the order number immediately.

b. Request the order number immediately, then determine whether the order is a custom design, a standard template order, a reprint, or a revision that is currently in progress.

c. Open the order in HubSpot and carefully review the most recent proof sent, any designer or proofer notes, the current approval status, and the full email thread history before responding to the client.

d. Carefully read the most recent proof email, as many client questions are already addressed within the proof annotations, file requirements, bleed and safe zone notes, and resolution guidance provided by the designer.

e. If clarification is needed and within your scope:

• Restate the instructions clearly in simpler terms.

• Confirm what action the client needs to take next (approve, upload file, confirm changes, etc.).

f. If the question is highly technical or outside your scope of knowledge, ask permission to place the client on hold, reach out internally via Slack or attempt a direct transfer to the appropriate designer or proofer, and if no one is immediately available, inform the client that a designer will follow up by email and provide a clear timeframe for that response.

Always document the interaction in HubSpot.

3. Claim or Issue

a. Always begin by acknowledging the issue in a calm and solution-focused manner. Phrases such as “I’m sorry to hear that” or “Let’s work toward a solution” help build trust without admitting fault. Do not accept responsibility or apologize on behalf of the company until the claim has been reviewed and confirmed as our error.

b. Direct the client to complete the Claims Submission Form on the website so the issue can be properly documented and tracked in HubSpot. Clearly explain that the claims process will begin once the claim is submitted in writing along with any required photos or supporting documentation.

** If the client has provide all the nessacary info over email, the claim can be manual created in HubSpot.

c. Once the claim comes in, send opening email and complete the claims update playbook, adding any additional information and next steps.

d. Refer to the Claims SOP document for standard guidance on simpler issues, but understand that many claims require case-by-case review and may need to be escalated after submission for further assessment and resolution.

OUTBOUND CALLS

When making an outbound call to reach a customer or return a voicemail, be clear, concise, and state your purpose at the beginning of the conversation. Immediately identify yourself and the company, confirm you are speaking with the correct contact, and briefly explain the reason for the call. Keep the conversation focused and confirm next steps before ending the call.

If leaving a voicemail, state your name, the company website, the order number, and the reason for your call in a few short words. Provide your direct phone number clearly so the client can easily return the call.

Because inbound calls take priority, always confirm that at least one other representative is available to answer incoming calls before placing any outbound calls.