Notify the Client that the Blog Has Been Published SOP

Purpose #

This template will provide steps on how to notify the client whenever their blog gets published.

Scope #

Notifying the client about their published blog is an essential part of the blog publication process. Blogs get published either on the 1st or on the 15th of the month. Depending on the client’s plan, some blogs get published monthly, and some blogs get published bi-monthly.

Definitions & acronyms #

• Ticket: a document that records interactions between a customer and a customer support team. A ticket is created and shared between the customer and the support rep when a customer submits a query. The ticket logs their communication on a thread that can be used as a reference by each party.

• • Blog: A monthly or bi-monthly feature appearing as part of an online publication published on the website that typically relates to a particular topic and consists of articles and discussions by one or more authors.
  • Client: The most important person in the agency. They are Law Firms from all over the United States that seek services from the agency to get more leads and eventually turn that leads into conversion to increase their revenues and profits.

• CSM: Client Success Manager

• CSS: Client Success Support

Procedures #

Step-by-step instructions #

Describe the process in detail using flow charts and/or hierarchical checklists.

• Step 1: Once a blog is published, the Content Support informs the manager through the “Notify Client via Email that the Blog Has Been Published” subtask in Teamwork.

• Step 1.1: The Content Support opens the client’s site and checks if the blog has been published successfully.

• Step 1.2: The Content Support copies the link of the published blog, pastes it as a comment on the subtask and then tags the Content Manager.

• Step 2: The Content Manager opens a ticket via Desk in the subtask.

• Step 2.1: Hover over the subtask and click on the Desk symbol that will appear. Create a ticket.

• Step 2.2: Write a message simply informing the client that their blog has been published.

• Step 2.3: After sending the message, click “Open in desk”

• Step 2.4: Add the CSM, CSS, and Content Support as followers of the ticket.

• Step 3: Copy the ticket link.

• Step 4: Paste the ticket link to the subtask.

• Step 5: Check off the subtask.