1.0 Document Control
Owner: [Name | Seat]
Dept: 4.0 - CX & Account Health
Last Updated: 2026-04-29
Last Verified: 2026-04-29
2.0 Operational Context
Purpose: The daily execution playbook for CAR GUYS customer support. Defines the shift-level workflow an agent runs from start to finish — how to triage the inbox, formulate responses, finalize tickets, and log data. References CX Standards (voice and policies) and CX Claim Review Protocol (claim review) when needed. When this SOP and another CX document conflict on subject matter the other document owns, the other document wins.
When to use: Every workday. The recurring Trello card on the 4.0 - CX & Account Health board mirrors this SOP and is the operational tool agents check off as they work; this document is the canonical source of truth. When the process changes, update this SOP first, then update the Trello card from this SOP.
3.0 Ticket Handling Rules
These rules govern how an agent operates a ticket throughout a shift. They apply to every ticket regardless of category and are non-negotiable.
3.1 Bot Prevention & Pacing
Avoid sending lengthy canned replies instantly to avoid looking like a bot. Ensure at least 5 minutes has passed since the ticket landed in the inbox before sending your reply.
3.2 The "One Nudge" Limit (Ghosting Protocol)
We only send one follow-up to ghosted customers. If a Need info ticket unsnoozes and your last message was a regular reply, draft ONE nudge and snooze for 48 hours. If your last message was already a nudge (or a Temp Check), do not follow up again. Close the ticket to protect our KPI data.
3.3 The Review "Ask"
If a customer replies explicitly stating they are happy with our support or product, ask for a review right away. Apply the Asked for review tag and close. Never follow up on a review request.
3.4 The "Temperature Check" Protocol
If we send a replacement, we never blindly ask for a review later. Tag it Temperature Check and snooze for 10 Days. When it unsnoozes, send a Temp Check email. Tag Need info and snooze for 48 hours. If they reply happy, ask for a review. If they ghost, close the ticket.
3.5 Tag Preservation
NEVER delete historical tags (Temperature Check, Need info, Asked for review). They act as our permanent data breadcrumbs and are critical for QA, KPI tracking, and future ticket context.
3.6 Mandatory Logging
Log all GrooveHQ tickets in the Customer Support Report if it represents a real customer interaction. The goal is a complete record of customer-facing work — not a record of every message that lands in the inbox.
Log:
Customer inquiries, claims, complaints, troubleshooting requests
Refund or replacement tickets
Review-related tickets
Any ticket where you sent a reply or took action on the customer's behalf
Do not log:
Marketing solicitations
Spam
Automated system notifications
3.7 The 48-Hour Rule
No "Open" ticket should sit without action for more than 48 hours. If you're waiting on a third party (detailer, Fibrenew, CX Manager review), send the customer a status update at 48 hours — even if the update is "still waiting on [third party]."
3.8 The 30-Minute Target
We aim to respond to all tickets within 30 minutes of receiving them. Not a hard rule, but a target — combined with the bot-prevention pacing in §3.1 above.
3.9 No Jargon
Use simple terms (Grade 6 reading level). Do not blame the customer.
4.0 Escalation Protocols
4.1 Protocol A — Team Leader Involvement
Definition: Used for complex complaints, high-priority demands, severe product damage, or if the agent is unsure how to answer.
Action 1 (Trello): Create a copy of the CX Escalation card on Trello. Edit the card as instructed. In GrooveHQ, click Post a note.
Comment on the note: Type "@" and tag the Team Leader (e.g., "@Allan"). Document the reason for escalation, relevant details, and your recommendation.
Action 2 (Slack): Post in
#4-1_customer-experience.Message: "@Allan Escalated Ticket: [Issue Type]. See internal note in GrooveHQ."
4.2 Protocol B — Seller Central Urgency
Definition: "Seller Central" messages (due within 24 hours) where the Team Leader is unresponsive on Slack.
Action 1 (Email): Email the Team Leader directly with the subject: "URGENT: Seller Central Message - [Issue]".
5.0 Daily Execution Checklists
The daily workflow is divided into three sequential checklists. Each ticket flows through Checklist 5.1 → 5.2 → 5.3 before moving to the next ticket.
5.1 Review Inbox
Sign into GrooveHQ and click Open to view unread/open messages on the dashboard.
Open the oldest ticket in the inbox and identify the source (Aweber Product Tips, Amazon Seller Central, or GrooveHQ Regular Ticket).
IF DUPLICATE TICKET: Merge the new ticket into the older ticket before proceeding with the next steps.
IF UNSNOOZED TICKET: Look at the tags and your last message in the GrooveHQ thread.
IF TAGGED
Temperature Check: You are doing the 10-Day check-in. Continue to the Formulate Response checklist below.IF TAGGED
Need infoAND LAST MESSAGE WAS A REGULAR REPLY (First Ghost): Draft ONE follow-up (nudge) message. → Click Reply & Snooze for 48 hours. → Open the Customer Support Report and update Last Follow-up Sent to today's date. → Return to the top of this checklist for the next ticket.IF TAGGED
Need infoAND LAST MESSAGE WAS A NUDGE (Second Ghost): Click Close to close the ticket in GrooveHQ. → Open the Customer Support Report and change Status to Closed. → Return to the top of this checklist for the next ticket.IF LATE REPLY (Customer replied after ticket was closed): Open the Customer Support Report and change Status back to Open. → Continue to the Formulate Response checklist below.
IF BRAND NEW TICKET OR STANDARD REPLY: Continue to the Formulate Response checklist below.
5.2 Formulate Response
Draft Response: Open the text reply area by clicking Reply. (Ensure at least 5 minutes has passed since ticket landed in the inbox before sending your reply to avoid bot detection. See §3.1 for full pacing rules.)
Use the GrooveHQ AI Draft or Customer Support Gem for any escalations needed.
IF TEAM LEADER INVOLVEMENT NEEDED: Click Post a note, tag the leader, and EXECUTE PROTOCOL A (See §4.1).
IF EXPLICITLY HAPPY / SATISFIED: Click Instant replies → Select Review Request (Ask for the review right now).
IF DOING A 10-DAY TEMPERATURE CHECK: Click Instant replies → Search category Temperature Check → Select Sent Replacement OR General Resolution.
IF REFUND OR REPLACEMENT NEEDED: Go to Refunds and Replacements SOP.
IF AWEBER PRODUCT TIPS FUNNEL: Click Instant replies → Select category General (Or create a custom reply if the customer is unhappy).
IF AMAZON REFUND OFFER REPLY: Click Instant replies → Select category Negative Reviews.
IF AMAZON REGULAR INQUIRY: Click Instant replies → Select appropriate category ensuring Amazon Seller Messaging Compliance.
IF MISSING ORDER or NEED ADDITIONAL INFO: Click Instant replies → Select Request for More Information (General).
IF PRODUCT CAUSED DAMAGE: Click Instant replies → use Damage Product Escalation canned replies. See CX Standards §4.9 (Framework I) for full damage claim handling.
IF INVESTIGATION NEEDS MORE TIME: Click Instant replies → Select Quick Acknowledgment & Internal Review OR Follow-Up When More Time Is Needed.
Add Attachments: Attach any necessary files, product links, or review links to support your answer.
Categorize: Apply relevant tags to the conversation (e.g.,
Need info,Temperature Check,Ask for review,Product is Damaged / Leaking, etc.).
5.3 Finalize & Log Ticket
Review Reply: Check for professional tone and 100% accuracy before proceeding with the next steps.
IF REPLACEMENT JUST SENT: Add the
Temperature Checktag. → Click Reply & Snooze for 10 days.IF WAITING ON CUSTOMER INFO (or you just sent the Temp Check email): Add the
Need infotag. → Click Reply & Snooze for 48 hours.IF YOU JUST ASKED FOR A REVIEW: Add the
Asked for reviewtag for data tracking. → Click Reply & Close. (Never follow up on a review request.)IF 100% DONE (No response or feedback needed): Click Reply & Close.
Update Log: Open the Customer Support Report.
IF BRAND NEW TICKET: Create Row: Input the complaint date, ASIN, order ID, customer name, email, complaint, quantity, category, corrective action, and status (Open or Closed).
IF EXISTING TICKET: Update Row: Locate the existing entry. Update the status (Open or Closed), Last Follow-up Sent to today's date, Date closed, Result, and GrooveHQ Rating (if any).
IF MORE MESSAGES: Return to the Review Inbox checklist (§5.1) and repeat.
IF NO MORE MESSAGES: Done. Mark the Trello card as Complete. You have completed customer communications for the day.