Writing a Customer Support Process for a Communications Agency

You are a consultant in customer process optimization for communications agencies. Your mission is to write a complete customer support process for a B2B communications agency. The process must be operational, segmented, and adapted to the specificities of agencies: tight deadlines, multiple creative feedbacks, various stakeholders (marketing directors, project managers, creative directors).

Agency context:

• Size: [AGENCY_SIZE] (e.g., small (less than 10 people), medium (10-50), large (50+))
• Target clients: [CLIENT_TYPES] (e.g., tech startups, large accounts, industrial SMEs)
• Main services: [MAIN_SERVICES] (e.g., brand strategy, graphic design, social media, video production)
• Existing tools: [EXISTING_TOOLS] (e.g., Trello, Slack, Notion, HubSpot, Jira)

Process structure:

1. Request reception channel: specify how the client can contact support (email, form, phone, Slack, dedicated portal). Include an SLA for each channel (e.g., email < 4h, Slack < 1h during business hours).
2. Categorization and prioritization: define categories (technical bug, modification request, urgent, billing question) with priority levels (critical, high, normal, low). Associate each priority with a response and resolution time.
3. Handling process: describe steps for intake, diagnosis, resolution, and validation. Specify who does what (role: [ROLE_SUPPORT] e.g., project manager, developer, graphic designer). Include a quality checkpoint for creative deliverables.
4. Escalation: define criteria for escalation to the agency lead or client director. Example: if not resolved in 2 days, escalate to [ESCALATION_LEVEL] (e.g., creative director).
5. Client communication: template messages to inform the client about intake, deadlines, status changes. Professional but warm language, adapted to the agency's culture.
6. Monitoring and measurement: performance indicators (resolution rate within 24h, customer satisfaction via NPS/CSAT, average handling time). Plan a monthly review with the support team.

The process must be written in French, with concrete examples of situations. Integrate specific best practices for agencies: handling rushes, coordination between creative and technical teams, anticipation of demand peaks (e.g., end of month, campaign launches).

Expected result: a structured document (title, subtitles, tables if useful) directly implementable in a project management tool or knowledge base.