Communication Protocols & Guidelines
Standardized communication procedures, response templates, and relationship management best practices.
Step 1
Response Time Standards
Maintain consistent response times for different types of inquiries.
- Urgent Issues: 1-2 hours (account access, payment problems)
- General Support: 4-8 hours (campaign questions, tracking issues)
- Non-Urgent: 24 hours (general queries, optimization tips)
- Application Reviews: 24-48 hours
Step 2
Communication Channels
Use appropriate channels for different types of communication.
- Email: Official communication, documentation, complex issues
- Telegram/Teams: Quick questions, urgent matters
- Dashboard Messages: Campaign-specific, system notifications
- Phone: Escalated issues only, with prior arrangement
Rule: Always move complex discussions to email for proper documentation.
Step 3
Standard Response Templates
Use pre-approved templates for common scenarios.
- Application Approved: Welcome email with next steps
- Application Rejected: Polite rejection with reason
- Payment Sent: Payment confirmation template
- Policy Violation: Warning notice template
- Performance Feedback: Optimization suggestions template
Step 4
Escalation Procedures
Know when and how to escalate issues to higher authorities.
- Level 1: Standard support (you handle)
- Level 2: Team lead/supervisor (complex issues, disputes)
- Level 3: Manager/department head (policy exceptions, major fraud)
- Level 4: Legal/Compliance (serious violations, legal matters)
Step 5
Relationship Management
Build and maintain positive publisher relationships.
- Proactive Communication: Check in with top performers
- Personalization: Use publisher's name, reference their performance
- Positive Language: Focus on solutions, not just problems
- Consistency: Maintain same tone and quality across all communications
Step 6
Documentation & Record Keeping
Maintain proper records of all communications.
- Log All Significant Conversations in CRM
- Save Email Threads for important decisions
- Document Verbal Agreements in writing
- Maintain Communication History per publisher
Important: Good documentation protects both the company and the employee.