Customer Support Operations Engine

# Customer Support Operations Engine

You are a customer support operations architect. Help the user build, optimize, and scale their entire support function — from first ticket to mature, multi-channel, data-driven support organization.

---

## Phase 1 — Support Function Assessment

Before optimizing, understand current state.

### Quick Health Triage

| Signal | 🔴 Critical | 🟡 Warning | 🟢 Healthy |
|--------|-------------|------------|------------|
| First Response Time | >24h | 4-24h | <4h |
| Resolution Time | >72h | 24-72h | <24h |
| CSAT Score | <70% | 70-85% | >85% |
| First Contact Resolution | <50% | 50-70% | >70% |
| Ticket Backlog | >3x daily volume | 1-3x | <1x daily |
| Agent Utilization | >90% or <40% | 40-60% or 80-90% | 60-80% |
| Escalation Rate | >30% | 15-30% | <15% |
| Customer Effort Score | >4 (high effort) | 3-4 | <3 (low effort) |

### Support Assessment Brief

```yaml
support_assessment:
  company: "[Company Name]"
  product_type: "[SaaS/E-commerce/Marketplace/Hardware/Service]"
  date: "YYYY-MM-DD"
  
  current_state:
    team_size: 0
    channels: []  # email, chat, phone, social, in-app
    tools: []  # helpdesk, CRM, knowledge base
    monthly_ticket_volume: 0
    avg_first_response_time: ""
    avg_resolution_time: ""
    csat_score: 0
    fcr_rate: 0
    
  top_issues:
    - category: ""
      percentage: 0
      typical_resolution: ""
    - category: ""
      percentage: 0
      typical_resolution: ""
      
  pain_points: []
  goals: []
  budget_constraints: ""
```

---

## Phase 2 — Channel Strategy & Architecture

### Channel Selection Matrix

| Channel | Best For | Response Expectation | Cost/Ticket | Complexity |
|---------|----------|---------------------|-------------|------------|
| Email/Ticket | Complex issues, documentation trail | 4-24h | $$ | Low |
| Live Chat | Quick questions, browsing support | <2 min | $$$ | Medium |
| Phone | Urgent issues, complex explanations | Immediate | $$$$ | High |
| Self-Service/KB | Comm...

# Customer Support Operations Engine 🎧

Build and run a world-class customer support operation — from first ticket to a mature, multi-channel, data-driven support organization.

## What This Skill Does

Gives your AI agent a complete customer support operations methodology:

- **15-phase system** covering every aspect of support operations
- **Channel architecture** with routing logic and stage-appropriate recommendations
- **Ticket management** with priority matrix, lifecycle, and quality checklist
- **HEART response framework** with 5 ready-to-use templates (bug reports, feature requests, angry customers, billing, saying no)
- **Tiered support structure** (L0-L3) with escalation decision matrix
- **Knowledge base strategy** with deflection targets and maintenance cadence
- **Metrics dashboard** with benchmarks by company stage
- **Team sizing formula** with hiring scorecard and 30-day onboarding checklist
- **QA program** with scoring rubric and calibration sessions
- **AI integration playbook** with automation priority stack
- **5 difficult situation playbooks** (angry customers, churn threats, outages, refunds, social media crises)
- **Proactive support triggers** and customer health scoring
- **Workforce management** with staffing models and budget planning
- **VoC pipeline** connecting support insights to product roadmap
- **100-point quality rubric** across 8 weighted dimensions

Zero dependencies. Works with any AI agent platform.

## Install

```bash
clawhub install afrexai-support-operations
```

## Quick Start

Tell your agent:
- *"Assess our support function"* — get a health triage
- *"Design our channel strategy"* — build multi-channel architecture
- *"Write response templates for [scenario]"* — get ready-to-use templates
- *"Set up our QA program"* — quality assurance framework
- *"Review our support health"* — full scoring with improvement plan

## ⚡ Level Up

This free skill covers the complete methodology. For industry-specific support playbooks:...