Meta

• Process name: e.g. How to handle a new customer support request (The process name should replace the title of this doc aka “How-To Documentation: Live Template, this can be deleted)
• Owner: CX Lead
• First created date: e.g. Dec 1st 2025
• Last updated date: e.g. Dec 5th 2025

Purpose

Why this process exists and what “good” looks like.

1–3 sentences, focused on outcome. E.g. “Make sure every customer request gets a helpful first response within 1 business day, is tagged correctly, and doesn’t get lost, so customers feel heard and the team can spot patterns in issues.”

Procedure

What actions need to be taken, in order.

1. Step 1
2. Step 2
3. Step 3

• Example

Optional: Embed a Loom walkthrough here.

Gotchas & Edge Cases

Things that often go wrong or special cases to watch for. This section is optional.

• If X happens, do Y instead.