The purpose of this SOP is to establish a consistent process for managing customer communication through Tidio to ensure:
timely responses
professional communication
proper documentation
and improved customer experience.
This procedure applies to all Customer Service Representatives, Loan Engineers, and relevant department staff utilizing Tidio.
Role | Responsibility |
Customer Service Team | Monitor incoming chats, assist customers, and transfer inquiries where necessary |
Loan Engineers | Respond to transferred loan-related inquiries and provide updates to customers |
Department Leads | Monitor unresolved chats and ensure compliance with response expectations |
Management | Support workflow improvements and accountability |
Customers initiate communication through the Tidio chat platform on the website.
The Customer Service Representative will:
greet the customer professionally
identify the nature of the inquiry
assist where possible
or transfer the chat to the appropriate Loan Engineer if necessary.
If the inquiry requires loan-specific assistance:
the Customer Service Representative will transfer the chat to the assigned Loan Engineer
including any necessary context or information before transfer.
Customer requesting update on pending application submitted May 10. Requested clarification on documents received.
The Loan Engineer is expected to:
acknowledge the transferred chat promptly
assist the customer professionally
provide updates where possible
or advise if additional review is needed.
Action | Expected Time |
Initial acknowledgment of transferred chat | Within 10–15 minutes |
Customer update if delayed | As soon as possible |
Note completion | Before closing/resolving chat |
If unavailable, the Loan Engineer should notify the appropriate team member or lead where possible.
All resolved or handled chats requiring follow-up or loan-related assistance should include notes within Tidio.
Notes should briefly include:
customer concern/request
action taken
pending follow-up if applicable.
Customer requested payoff balance. Advised pending confirmation from Accounts. Follow-up scheduled for tomorrow.
Customer requested loan status update. Documents under review by Loan Department.
Customer advised application approved and awaiting final staging process.
one-word notes
incomplete information
emotional or unprofessional comments
unnecessary detail.
The first letter 'P' is capitalized, and the rest of the letters are lowercase.
All staff are expected to:
maintain professionalism
communicate respectfully
avoid abrupt or dismissive responses
provide clear and solution-focused communication.
Instead Of | Use |
“I don’t know.” | “Let me check that for you.” |
“That’s not my department.” | “Let me guide you to the correct team member.” |
“You need to…” | “What we can do is…” |
Chats should be escalated if:
customer becomes highly upset
issue remains unresolved
technical/system issue occurs
management approval is required.
Escalations should be directed to:
Department Lead
Supervisor
or Management where appropriate.
If a Loan Engineer is unavailable:
Customer Service should attempt reassignment where possible
or advise the customer that follow-up will occur shortly.
Chats should not remain unattended without acknowledgment.