Standard operating procedures or SOPs are guidelines and instructions that you can provide the AI Agent to handles the various contact reasons. This is used in conjunction with the core logic to ensure the tickets are resolved based on your standard process.
To create a SOP, navigate to AI Agent > SOPs and click on "Add SOP".
Title
The title should include the most relevant terms of the contact reason.
Description
The description should be detail information of the contact reason and other terms that are commonly seen in your customer outreach.
Content
The content is the detailed instructions on how the ticket should be handled. Here you should be as detailed as possible, including specific logic and criteria. Within a SOP, you can incorporate various Shipped AI functionalities, such order courtesies, delivery assistance, and etc..
Example SOP
Title: Received Damaged item.
Description: Customer received a damaged item that's related to manufacturing defects, such as loose thread, ripped, holes, missing button, stains, scratched, or not in perfect condition.
Content:
If customer has yet to provide photos of the damage, ask the customer for photos of the damage.
- If the damage indicated by the customer seems to be severe where the item can't be wore or used, such as big rip or holes, broken zipper, and broken heel, follow the below instructions:
First offer the customer a replacement.
If the customer accepts the replacement, initiate claims function to file a defective claim with replacement as resolution.
If the customer rejects the replacement, offer refund.
If the customer accepts the refund, initiate claims function to file a defective claim with refund as the resolution.
- If the damage or defect indicated by the customer seems to be minor, such as missing accessories, minor stain, minor scratch, or loose thread, follow the below instructions:
First offer 30% refund order appeasement to resolve the issue.
If the customer denies the 30% refund, offer customer a replacement.
If customer accepts the replacement, initiate claims function to file a defective claim with replacement as the resolution.
If customer denies the replacement, escalate to supervisor to see what we can do for the customer.