Before the first day
- Help desk seat with an agent role, not an admin role.
- Store or product access with limited permissions: in Shopify, a staff account that can see and edit orders but not payouts or settings.
- Internal chat and one channel for support questions.
- The knowledge you already have: policies (shipping, returns, refunds, warranties), the help centre, and the ten most common questions with your best answers.
- A sandbox or test order so the agent can try refunds and edits without touching real customers.
If some of this does not exist yet, ask the new agent to help build it in week one. Writing the knowledge base is one of the fastest ways to learn a product.
Write a one-page tone guide
Without a tone guide, every agent writes in their own voice and customers notice. One page is enough:
Tone guide (example)
We sound: friendly, direct, calm. Like a helpful person in the shop, not a legal department.
We always: use the customer's first name, answer the question in the first two lines, say what happens next and when.
We never: blame the customer or the carrier, promise dates we do not control, use “unfortunately” three times in one email.
Sorry: once, sincerely, when it is our fault. Then fix it.
Sign-off: first name and the team name, no long signatures.
Emoji: fine in chat if the customer uses them first, not in email.
Saved replies that sound human
Saved replies (macros) make support fast and consistent, but customers hate replies that ignore what they wrote. Write each macro as a skeleton the agent personalises: a first line that responds to the customer, the standard information in the middle, and a clear next step.
Macro: where is my order
Hi [first name], thanks for checking in about your order [number].
I've looked at the tracking: [status in plain words, e.g. it left our warehouse on Tuesday and is with the carrier now]. The carrier expects to deliver it by [date].
If it hasn't arrived by [date], reply to this email and I'll [reship it / open a claim] for you right away.
[Agent name], [team]
Start with ten macros for your most common questions and let the new agent propose new ones after the first week; they will see the gaps faster than you.
Week one: shadowing
- Day 1. Product, policies, tools. The agent reads a hundred recent tickets and writes down questions.
- Day 2. Shadowing: the agent watches you or a colleague answer live tickets and asks why at each step.
- Day 3. Drafts: the agent drafts replies to real tickets; you review before sending.
- Day 4. The agent sends replies in the simplest categories, such as order status, and drafts the rest.
- Day 5. Review: what was hard, which macros are missing, which policies are unclear.
Week two: hand over categories one by one
Hand over ticket categories in order of risk. Order status and product questions first, then returns and exchanges, then refunds and complaints, then anything involving money or legal topics. Agree on clear escalation rules for the rest:
- Refunds above a set limit go to you.
- Threats of chargebacks, legal action or press go to you the same day.
- Anything about safety or health goes to you immediately.
- Bugs go to the issue tracker with steps to reproduce.
Remember the hours: if the agent works while your team sleeps, escalation needs a written default for what to tell the customer until you reply. Our guide to covering US business hours covers handovers between time zones.
Quality reviews and the first numbers
Review a sample of conversations twice a week in the first month, then weekly. Use the same short rubric each time: was the answer correct, did it follow the tone guide, was the next step clear, was the ticket tagged. Give feedback with examples, and point out good replies as often as weak ones.
Watch a few numbers from your help desk: time to first reply, time to resolution, customer satisfaction scores, and the share of tickets reopened. In the first weeks the trend matters more than the level. The first 90 days guide covers what comes after onboarding. If you hired through Silkstaff and it is not working out, talk to us early. Silkstaff replaces the person free of charge if they leave or do not work out within 180[1] days of the start date: one replacement per placement, once the placement fee has been paid and as long as the role, hours and pay stay as agreed. The fee itself is not refunded.
Questions
How long does it take a remote support agent to work alone?
For simple categories such as order status, often within the first week. For refunds, complaints and complex product questions, expect two to four weeks with regular reviews.
Should the agent use macros from day one?
Yes, as a starting point, but always personalised. A macro that ignores the customer's actual question costs more trust than it saves time.
Who should review the new agent's replies?
Whoever knows your customers best, often the founder or the first support person. Reviewing a sample twice a week is enough after the first days.
What permissions should a support agent have in Shopify?
Enough to view and edit orders, process returns and refunds within your policy, and see customers. Payouts, store settings and staff management can stay with you.
General information for small employers, not legal or tax advice: check contracts, tax and data rules for your country with a qualified adviser. Figures carry their sources below; our own prices are on the pricing page. Spotted a mistake? Write to hello@silkstaff.com.