Individual skill
customer-support-playbook
Build SaaS customer support — tiered support models, SLAs, macros, escalation, and support-driven product feedback.
skills/customer-support-playbook/SKILL.md
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## Overview
SaaS customer support is a retention engine: fast, effective help keeps customers renewing, and support interactions surface product insights. This skill covers building support operations — tiered models, SLAs, knowledge bases, macros, escalation paths, and the feedback loops that turn tickets into product improvements. Platform-neutral.
Customer support operations turn problems into loyalty: great support recovers trust, generates product insight, and differentiates commodities.
This skill covers the operational playbook — channel strategy, ticket workflows, macros, QA, metrics, and team design — for support organizations from startup to scale.
## When to use
- Building a support team or function
- Defining support tiers and SLAs
- Reducing response and resolution times
- Creating escalation processes
- Turning support feedback into product input