SOPs for Customer Support: Templates and Best Practices (2026)

Customer support teams live and die by SOPs: refunds, escalations, cancellations, common bug reproductions. The teams that scale support without ballooning headcount are the ones with a well-maintained SOP library — captured with [Scribe](/reviews/scribe) or [Haiku](/reviews/haiku), stored inside the same knowledge base agents already use (Zendesk, Intercom, HelpScout). The 10 highest-leverage SOPs are always the top 10 ticket categories by volume; start there. See the [customer refund template](/templates/customer-refund-sop) for a filled example.