--- name: customer-support-kb description: "Builds a complete customer support knowledge base with tiered FAQs, canned response templates, troubleshooting decision trees, and escalation protocols. Use when a user needs to systematize customer support, reduce response times, onboard support staff, or stop answering the same questions repeatedly." allowed-tools: Read Write Glob metadata: author: AI Black Magic version: "1.0" --- # Customer Support KB ## When to Use This Skill Use this skill when you need to: - Build a customer support knowledge base from scratch for your business - Systematize answers to questions you keep getting asked over and over - Onboard a VA, support hire, or team member who needs to handle customer inquiries - Reduce your personal response time by creating self-service resources - Create escalation rules so you only get pulled in when it truly requires you **DO NOT** use this skill for creating marketing copy, sales FAQs, or public-facing help center content meant for SEO. This builds an internal operational support system. ## How It Works EVERY SUPPORT RESPONSE MUST SOUND LIKE A REAL HUMAN WHO KNOWS THE BUSINESS — NEVER LIKE A BOT READING A SCRIPT. --- ### Phase 1: Gather — Collect Support Scenarios Pull together every question, complaint, and support scenario the business handles. 1. **Ask the user for their business type and primary offering** (product, service, course, coaching, SaaS, etc.) 2. **Request their top 10-20 most common customer questions** — if they cannot list them, prompt with these categories: - Pre-purchase questions (pricing, features, how it works) - Account and access issues (login, password, billing) - Product or service problems (defects, bugs, delivery issues) - Refund and cancellation requests - How-to and usage questions - Complaints and negative feedback 3. **Ask for existing support material** — email threads, DM screenshots, help docs, Notion pages, or any files they have. Read them with `Read` or `Glob` if file paths are provided. 4. **Identify the support channels** they use (email, DM, live chat, phone, helpdesk tool) 5. **Ask about their current pain points** — what takes the most time, what gets escalated unnecessarily, what falls through the cracks Present a summary back to the user: ``` ## Support Landscape **Business:** Handmade candle e-commerce store **Channels:** Email, Instagram DM, Etsy messages **Volume:** ~40 inquiries/week **Top Issues Identified:** 1. "Where is my order?" — 35% of all inquiries 2. "Can I change/cancel my order?" — 15% 3. "This arrived damaged" — 12% 4. "Do you offer custom scents?" — 10% 5. "How do I use the subscription?" — 8% 6. "I want a refund" — 7% 7. "Wholesale inquiry" — 5% 8. "Other" — 8% **Pain Points:** - Owner personally answers every DM and email - No templates — every response written from scratch - Damaged item process is inconsistent - No clear escalation rules for VA ``` **GATE: Do not proceed until the user confirms the support landscape is accurate and complete.** --- ### Phase 2: Organize — Tier the Issues Sort every identified issue into one of four tiers based on complexity and who should handle it. 1. **Assign each issue to a tier:** | Tier | What It Covers | Who Handles It | Target Response | |------|---------------|----------------|-----------------| | Tier 1 | Self-service / FAQ | Customer (no staff needed) | Instant | | Tier 2 | Canned responses | VA or support staff | Under 2 hours | | Tier 3 | Troubleshooting trees | Trained support staff | Under 24 hours | | Tier 4 | Escalation | Business owner | Under 48 hours | 2. **Apply the 80/20 rule** — Tier 1 and Tier 2 should handle at least 80% of inquiries. If they do not, re-examine whether some Tier 3 issues can be simplified into Tier 2 templates. 3. **Present the tier map to the user:** ``` ## Tier Map ### Tier 1 — Self-Service FAQ (customers answer themselves) - Where is my order? → tracking page link - What are your shipping times? → shipping policy - Do you ship internationally? → shipping policy - What is your return policy? → returns page ### Tier 2 — Canned Responses (VA sends with minor personalization) - Can I change/cancel my order? - Do you offer custom scents? - How do I use the subscription? - General product questions ### Tier 3 — Troubleshooting Trees (VA follows decision tree) - Item arrived damaged → photo required → replace or refund flow - Wrong item received → verify order → reship flow - Subscription billing issue → check payment status → retry or cancel ### Tier 4 — Escalation to Owner - Refund requests over $75 - Legal threats or chargebacks - Wholesale/partnership inquiries - Complaints posted publicly on social media - Anything unresolved after 2 back-and-forth exchanges ``` **GATE: User must approve the tier assignments before writing begins.** --- ### Phase 3: Write — Create All KB Content Build out the full content for each tier. Work through them in order. #### Step 1: Write Tier 1 FAQ Entries For each FAQ item, write: - **Question** as the customer would phrase it (conversational, not formal) - **Short answer** (1-3 sentences, direct) - **Detailed answer** (if needed, with links or steps) Format: ```markdown ### Where is my order? **Quick answer:** You can track your order anytime using the tracking link in your shipping confirmation email. **Details:** After you place an order, you will receive a confirmation email within 1 hour. Once your order ships (1-2 business days for in-stock items), you will get a second email with a tracking number and link. If you did not receive either email, check your spam folder first, then contact us at support@example.com. ``` Write 8-15 FAQ entries depending on the business. **Every answer must include a specific next step** — never end with "contact us" as the only option. #### Step 2: Write Tier 2 Canned Response Templates For each canned response, write: - **Trigger** — the situation that calls for this template - **Tone note** — one-line guidance (e.g., "warm and apologetic" or "friendly but firm") - **Template** with `{variables}` for personalization points - **When NOT to use** — edge cases where this template is wrong Format: ```markdown ### Order Change/Cancellation Request **Trigger:** Customer wants to modify or cancel an order that has not shipped yet. **Tone:** Helpful, no friction — make it easy. **Template:** Hi {first_name}, Thanks for reaching out! I checked on your order #{order_number} and it has not shipped yet, so we can absolutely {change/cancel} it for you. {If change: Here is what I have updated: [describe change]. Your new total is {amount}. Everything else stays the same.} {If cancel: I have canceled the order and your refund of {amount} will hit your account within 3-5 business days.} Let me know if there is anything else I can help with! {sign_off} **Do NOT use when:** Order has already shipped. Switch to the "Order Already Shipped" template instead. ``` Write 6-12 canned response templates. **Every template must include at least one personalization variable** — no fully generic copy-paste blocks. #### Step 3: Write Tier 3 Troubleshooting Decision Trees For each troubleshooting scenario, write a clear if/then decision tree that a support agent can follow without guessing. Format: ```markdown ### Damaged Item Resolution **Start here:** Customer reports a damaged or defective item. 1. Ask the customer to send 1-2 photos of the damage. - **If photos received and damage is confirmed** → go to step 2 - **If photos are unclear** → reply: "Thanks for sending that. Could you take one more photo in good lighting showing the damaged area? That helps me get this resolved faster for you." - **If customer refuses to send photos** → go to step 4 2. Check the order value. - **If order value is under $50** → send replacement immediately, no return required. Use the "Free Replacement" template. - **If order value is $50-$150** → offer choice: replacement or full refund. Use the "Damage Resolution Options" template. - **If order value is over $150** → escalate to owner (Tier 4). 3. Process the resolution. - Log the issue in the support tracker with: order number, damage description, photo links, resolution chosen. - Send confirmation to the customer using the appropriate template. - Flag the supplier/production batch if this is the third damage report on the same product in 30 days. 4. No-photo exception. - If the customer is a repeat buyer (3+ orders) → trust them and offer replacement. - If the customer is a first-time buyer → explain that photos are needed for quality tracking and offer to help them take one. If they still refuse after one follow-up, escalate to owner. ``` Write 3-6 decision trees. **Every branch must end with a specific action** — no dead ends. #### Step 4: Write Tier 4 Escalation Protocol Define exactly when and how issues reach the business owner. ```markdown ## Escalation Protocol ### When to Escalate - Refund requests exceeding {amount threshold set by user} - Legal language, chargeback threats, or lawyer mentions - Public complaints on social media or review platforms - Customer requests to "speak to the owner/manager" - Any issue unresolved after 2 exchanges between support and customer - Wholesale, partnership, or media inquiries ### How to Escalate 1. Write a brief summary: customer name, order number (if applicable), issue, what has been tried so far. 2. Forward the full conversation thread — do not summarize the customer's words, include them verbatim. 3. Tag as URGENT if it involves: legal threats, public complaints, or orders over {high_value_threshold}. 4. Expected owner response time: 24 hours (URGENT: 4 hours). ### What to Tell the Customer Use this template while escalating: "Hi {first_name}, I want to make sure this gets the attention it deserves, so I have looped in {owner_name} who will personally follow up with you within {timeframe}. Thank you for your patience." **NEVER** say "I am just the support person" or "I cannot help you with that." Always frame the escalation as getting them better/faster help. ``` **GATE: Present the complete draft of all four tiers to the user. Get approval or revision requests before delivering final files.** --- ### Phase 4: Deliver — Organize into Structured Files Write the knowledge base to organized files the user can reference, share with staff, or load into a helpdesk tool. 1. **Create the directory structure:** ``` support-kb/ ├── README.md # Overview, tier summary, quick reference ├── tier-1-faq/ │ └── faq.md # All FAQ entries ├── tier-2-templates/ │ └── canned-responses.md # All response templates ├── tier-3-troubleshooting/ │ └── decision-trees.md # All troubleshooting trees ├── tier-4-escalation/ │ └── escalation-protocol.md # Escalation rules and templates └── support-guide.md # Complete single-file version for quick onboarding ``` 2. **Write the README.md** with: - Business name and support channel list - Tier summary table (copy from Phase 2) - Quick-reference links to each file - Last-updated date 3. **Write support-guide.md** as a single combined document containing all four tiers — this is the "hand this to a new hire on day one" file. 4. **Confirm all files written** and provide a summary: ``` ## Knowledge Base Complete **Files created:** - support-kb/README.md — overview and quick reference - support-kb/tier-1-faq/faq.md — 12 FAQ entries - support-kb/tier-2-templates/canned-responses.md — 8 response templates - support-kb/tier-3-troubleshooting/decision-trees.md — 4 decision trees - support-kb/tier-4-escalation/escalation-protocol.md — escalation rules - support-kb/support-guide.md — complete single-file onboarding guide **Coverage:** Tier 1 + Tier 2 handle an estimated 82% of inquiries. **Next step:** Review each file and customize the {variables} with your real business details. ``` --- ## Concrete Example 1: E-Commerce Store (Handmade Candles) **User says:** "I sell handmade candles on Etsy and my own Shopify store. I get about 40 messages a week and I answer every single one myself. I am hiring a VA next month and need a support system." **Phase 1 output (excerpt):** ``` ## Support Landscape **Business:** Handmade soy candle shop (Etsy + Shopify) **Channels:** Etsy messages, Shopify email, Instagram DM **Volume:** ~40 inquiries/week **Top Issues:** 1. Where is my order / tracking request — 35% 2. Order change or cancellation — 15% 3. Damaged item on arrival — 12% 4. Custom scent or bulk order questions — 10% 5. Subscription management — 8% 6. Refund requests — 7% 7. Wholesale inquiries — 5% 8. Candle care / burn time questions — 5% 9. Gift wrapping / special packaging — 3% ``` **Phase 4 output (excerpt from canned-responses.md):** ```markdown ### Custom Scent Inquiry **Trigger:** Customer asks if you make custom scents or can modify an existing candle. **Tone:** Enthusiastic but honest about what is possible. Hi {first_name}, I love that you are interested in a custom scent! Here is how it works: I offer custom blends for orders of 6 or more candles. You pick up to 3 fragrance notes from our scent menu (I will send you the link), and I blend a custom combination just for you. Turnaround is 7-10 business days since each batch is hand-poured. For single candles, I am not able to do full custom blends, but I am happy to recommend the closest match from our current collection if you tell me what vibes you are going for. Want me to send over the scent menu? {sign_off} **Do NOT use when:** Customer is asking about wholesale custom scents (50+ units). Escalate to owner. ``` --- ## Concrete Example 2: SaaS / Online Coaching Business **User says:** "I run an online coaching program with a membership site. Members pay monthly. My biggest headaches are login issues, people wanting to cancel, and questions about what is included in their tier." **Phase 1 output (excerpt):** ``` ## Support Landscape **Business:** Online coaching membership (3 tiers: Starter, Pro, Elite) **Channels:** Email (support@), in-app chat widget, Facebook group DMs **Volume:** ~60 inquiries/week **Top Issues:** 1. Cannot log in / password reset not working — 25% 2. What is included in my tier / upgrade questions — 20% 3. Cancellation and refund requests — 15% 4. Billing errors or double charges — 10% 5. How to access specific course module — 10% 6. Technical issues with video playback — 8% 7. Requests for 1-on-1 coaching (Elite only) — 7% 8. Community guidelines / reported posts — 5% ``` **Phase 3 output (excerpt from decision-trees.md):** ```markdown ### Login / Access Troubleshooting **Start here:** Member reports they cannot log in or access content. 1. Ask which email address they are using to log in. - **If they provide an email** → check if it matches their membership email on file. - **Match found** → go to step 2 - **No match** → reply: "It looks like your membership is under a different email. Try logging in with {correct_email}. If that does not work, let me know and I will sort it out." - **If they are unsure which email** → look up by name in the member database. - **Found** → provide their email (masked: j***n@gmail.com) and ask them to try again. - **Not found** → ask for the email used at purchase and check payment processor records. 2. Confirm their subscription status. - **Active** → send password reset link manually. Reply: "I just sent a fresh password reset to {email}. Check your inbox (and spam folder). The link expires in 1 hour." - **Expired/canceled** → reply: "It looks like your membership ended on {date}. Would you like to reactivate? I can send you a direct link." - **Payment failed** → reply: "Your last payment on {date} did not go through. Want to update your card on file? Here is the link: {billing_link}" 3. If password reset does not work after 2 attempts: - Clear their session manually in the admin panel. - Send a new temporary password via email. - **If still locked out** → escalate to owner with a note: "Possible platform-side issue, manual reset failed twice." ``` --- ## Anti-Patterns - **DO NOT** use robotic corporate language. Write "I am happy to help" not "Your inquiry has been received and will be processed accordingly." Customers can tell the difference. - **DO NOT** create one-size-fits-all templates. A refund request from a loyal repeat customer and a refund request from a first-time buyer on day one require different tones and different policies. Build branching logic. - **DO NOT** skip edge cases in decision trees. If a branch can happen, document it. Every "what if" a support agent might ask should have an answer in the tree. - **DO NOT** bury the answer behind unnecessary pleasantries. The customer wants the answer first, then the warmth. Lead with the resolution: "Your refund has been processed" not "Thank you so much for reaching out to us today, we really appreciate your patience and understanding..." - **DO NOT** write FAQ answers that just say "contact us." Every FAQ entry must attempt to answer the question directly. "Contact us" is only the fallback after the answer. - **DO NOT** create templates with zero personalization variables. If a response could be sent to any customer without changing a single word, it will feel like spam. --- ## Recovery - **User cannot identify their top questions:** Ask them to forward or paste their last 10-15 customer messages. Extract patterns from the raw conversations instead. - **User has no existing support material:** Start from their product/service page and generate likely questions based on what a customer would need to know before buying, during delivery, and after using the product. - **Decision tree gets too complex (more than 5 branches deep):** Split it into two separate trees. One tree should handle the common path, and a second tree handles the edge-case path. - **User wants to support a channel not covered:** Ask for the channel's constraints (response length, formatting, whether attachments are supported) and adapt the templates accordingly. - **If 3 attempts to gather requirements fail** (user is unsure, gives vague answers, or keeps changing scope): Stop and reassess. Suggest the user spend one week logging every customer inquiry in a simple spreadsheet before building the KB. Provide a logging template: ``` | Date | Channel | Customer Question (verbatim) | Category | Time to Resolve | Resolved By | |------|---------|------------------------------|----------|-----------------|-------------| ``` This gives real data to build from instead of guessing.