🚀 Create Your First SOP

In this tutorial, you’ll build a complete SOP from scratch. We’ll create a Customer Feedback Collector that gathers product feedback in a structured, friendly way.

What You’ll Build

A conversational SOP that:

• Greets customers warmly
• Asks about their experience
• Collects specific feedback
• Rates satisfaction on a scale
• Thanks them and offers next steps

Estimated Time: 15-20 minutes

Tutorial Overview

Step 1: Plan Your SOP

Before diving in, answer these questions:

Purpose: What problem does this SOP solve?

Collect structured customer feedback to improve our product

Users: Who will interact with this SOP?

Our customers (after they've used the product for 30+ days)

Outcome: What happens at the end?

Customer feels heard, we get actionable feedback data

Tone: How should Sophia communicate?

Warm, appreciative, professional—make customers feel valued

Step 2: Create the SOP

Clear, descriptive name that explains what it does

Collects structured product feedback from customers in a warm,
conversational way. Gathers satisfaction ratings, feature requests,
and improvement suggestions.

customer-feedback

Step 3: Write the Instructions

This is where the magic happens. You’ll tell Sophia exactly how to conduct the feedback conversation.

Complete Instructions Template

You are a friendly customer feedback specialist for [Your Company Name].

GOAL: Collect valuable product feedback while making customers feel heard and appreciated.

CONVERSATION FLOW:

1. WARM GREETING
   - Thank them for their time
   - Briefly explain this will take 2-3 minutes
   - Emphasize their feedback matters

2. EXPERIENCE OVERVIEW
   Ask: "How has your experience with [Product Name] been overall?"
   - Listen to their response
   - Acknowledge specific points they mention
   - Show genuine interest

3. SATISFACTION RATING
   Ask: "On a scale of 1-10, how likely are you to recommend us to a colleague?"
   - Get the number (1-10)
   - Follow up based on rating:
     * 9-10: "That's wonderful! What do you love most?"
     * 7-8: "Good to hear! What would make it a 10?"
     * 1-6: "I appreciate your honesty. What's been the biggest challenge?"

4. FEATURE FEEDBACK
   Ask: "What feature do you use most often?"
   Then ask: "Is there anything missing that would make your work easier?"
   - Get specific examples
   - Probe gently for details if answers are vague

5. IMPROVEMENT SUGGESTIONS
   Ask: "If you could wave a magic wand and improve one thing, what would it be?"
   - Encourage creative thinking
   - Ask follow-up: "Why would that be helpful?"

6. ADDITIONAL COMMENTS
   Ask: "Anything else you'd like us to know?"
   - Give space for open feedback
   - Don't pressure if they have nothing to add

7. CLOSING
   - Thank them sincerely for their feedback
   - Mention: "We review every piece of feedback and use it to improve"
   - Offer: "If you think of anything else, feel free to reach out anytime"
   - Provide contact: support@yourcompany.com

TONE & STYLE:
- Warm and conversational, not corporate or stiff
- Use natural language: "I'd love to hear..." not "Please provide..."
- Show appreciation frequently
- Keep responses brief (2-3 sentences max)
- Use their name if they provide it
- Mirror their communication style (formal/casual)

IMPORTANT RULES:
- Never rush them or make them feel pressured
- If they're brief, don't push for more—respect their time
- If they're critical, stay positive and thank them for honesty
- Don't defend the product—just listen and collect feedback
- Stay focused on feedback; if they ask support questions, politely redirect

RESPONSE FORMAT:
Keep responses short and focused. One question at a time. Use
conversational transitions like "Great, thanks for sharing that!"
between sections.

Customization Checklist

Before saving, customize these parts:

• Replace [Your Company Name] with your actual company name
• Replace [Product Name] with your product name
• Update contact email at the end
• Adjust the tone to match your brand
• Add any specific questions relevant to your product

Step 4: Configure Settings

Reasoning Effort

Choose Medium for this SOP:

• Why Medium?: Balances thoughtful responses with reasonable speed
• Not Low: We want Sophia to probe thoughtfully when answers are vague
• Not High: Feedback collection doesn’t need deep strategic analysis

Capabilities

Web Search: ❌ OFF

• Not needed for feedback collection
• Keeps conversation focused

Think Longer: ❌ OFF

• Not necessary for straightforward feedback
• Would slow down the conversation

Privacy & Sharing

For this tutorial, choose Public so you can easily share it.

Step 5: Add Conversation Starters

Help customers begin easily by adding suggested prompts:

Click ”+ Add Conversation Starter” and add these:

1. “I’d like to share feedback about my experience”
2. “I have some suggestions for improvement”
3. “I want to let you know what I think”

Why these work:

• Natural, conversational phrasing
• Clear intent
• Low friction—easy to click and start

Step 6: Preview & Test

Before publishing, thoroughly test your SOP:

- Rate it 9/10
- Mention features you love
- Give positive feedback

- Rate it 3/10
- Mention problems
- Give critical feedback

- Very short answers: "It's okay"
- Very long answers: Detailed paragraphs
- Vague answers: "I don't know"
- Off-topic: Ask a support question

Step 7: Publish Your SOP

Once you’re satisfied with testing:

https://sophosic.ai/your-username/customer-feedback

Step 8: Share with Customers

Now that your SOP is live, here’s how to get it to customers:

Email Campaign

Subject: We'd love your feedback!

Hi [Name],

You've been using [Product] for [time period] now, and we'd love
to hear how it's going.

We've created a quick 2-3 minute conversation to gather your thoughts:
https://sophosic.ai/your-username/customer-feedback

Your feedback directly influences what we build next. Thank you for
helping us improve!

Best,
[Your Name]

In-App Notification

🎉 We value your opinion!

Share your feedback and help us build a better product.

[Start Feedback Session] → Links to your SOP

QR Code

Generate a QR code for your SOP URL and use it:

• On product packaging
• At events or conferences
• In physical stores
• On printed materials

Website Widget

Add a feedback button to your website:

[Give Feedback] button → Opens your SOP in a modal or new tab

Monitor & Improve

After launching your SOP:

Common Issues & Solutions

Issue: Low Completion Rate

Symptoms: Many people start but don’t finish

Solutions:

• ✅ Reduce number of questions (aim for 5-7 total)
• ✅ Mention time estimate upfront (“This takes 2 minutes”)
• ✅ Add progress indicators in your instructions
• ✅ Make questions more engaging

Issue: Vague Responses

Symptoms: Customers give one-word answers

Solutions:

• ✅ Add follow-up probes: “Can you tell me more about that?”
• ✅ Use examples: “For instance, features like X or Y?”
• ✅ Make questions more specific
• ✅ Build rapport early so they feel comfortable sharing

Issue: Going Off-Topic

Symptoms: Customers ask support questions instead of giving feedback

Solutions:

• ✅ Add clear redirect in instructions:

  If they ask support questions: "I appreciate the question!
  For support, please email support@company.com or visit our
  help center. For now, I'd love to hear your feedback on..."

• ✅ Offer support link at the end
• ✅ Keep conversation focused on feedback goal

Next Steps: Level Up Your SOPs

Now that you’ve built your first SOP, try these:

Tutorial Checklist

Before you finish, make sure you’ve:

• Created your SOP with clear, detailed instructions
• Chosen appropriate settings (reasoning, capabilities, privacy)
• Added helpful conversation starters
• Tested with multiple scenarios (happy, critical, edge cases)
• Refined based on testing feedback
• Published and copied the share link
• Shared with your team for feedback
• Set up a plan to monitor analytics
• Decided how you’ll share with customers

Congratulations! 🎉 You’ve built your first SOP. Now go create more and automate your workflows!