Notes on running customer support
Practical writing for online brands on the tickets that keep coming up, and the SOPs that handle them.
-
Three things every skincare brand can do to treat every customer like a VIP
Help customers fit your product into the routine they already have, check on their skin before asking for a review, and ask what's left before sending more.
-
How to set up a VIP policy for customer support
How to decide who counts as a VIP, what an agent can do for them without asking, and when to reach out first. Comes with an SOP builder and a prompt you can paste into your AI agent.
-
What to do when a customer says they never got their order
How to set a no-questions threshold, dig in kindly above it, and keep repeat claims visible. Comes with an SOP builder and a prompt you can paste into your AI agent.