Customer Support Copilot

Designs a reusable macro and canned-response library that stays human and on-brand. Use when building, auditing, or expanding a support team's template playbook.

Writes a tight escalation summary to engineering or management with a one-line headline, quantified customer impact, repro steps, prior attempts, and a single clear ask. Use when someone says "I need to escalate this ticket", "write this up for engineering", "this bug needs eng eyes", or a support issue must leave the queue for specialist action. Do NOT use for replying to the customer - use support-ticket-reply instead; do NOT use for assigning incident severity and coordinating an active outage - use sev-triage instead; do NOT use for the after-the-fact incident writeup - use postmortem-writer instead.

Analyzes CSAT and NPS verbatims to surface root-cause themes and prioritize fixes by frequency and impact. Use when interpreting customer satisfaction data to inform product or process decisions.

Turns a resolved support ticket into a clear, searchable knowledge-base or help center article. Use when someone asks "write a KB article from this resolved ticket", "turn these resolved tickets into help center articles", or "write an internal knowledge base article for our support agents" - converting ticket resolutions into self-service documentation that deflects future tickets. Do NOT use for writing user-facing how-to guides from scratch - use help-documentation instead.

Handles angry customers and refund requests with a validate-own-act de-escalation sequence and a refund decision matrix that weighs refund cost against customer LTV and chargeback risk. Use when someone asks "this customer is furious, what do I say", "should I approve this refund", "how do I deny a refund without losing the customer", or a conversation is emotionally charged. Do NOT use for routine, non-charged ticket responses - use support-ticket-reply instead; for diagnosing systemic patterns behind falling satisfaction scores, use csat-root-cause.

Diagnoses SaaS churn root causes through cohort analysis and a seven-category taxonomy, then builds segmented intervention playbooks ranked by frequency, revenue at stake, and addressability - including save-offer economics. Use when someone asks "why is our churn so high", "build a churn reduction plan", "should we offer discounts to cancelling customers", or when NRR/GRR is slipping and the team needs a diagnosis before prescriptions. Do NOT use for gym or fitness-studio member retention - use retention-and-churn-killer instead. Do NOT use for re-acquiring customers who already left - use win-back-campaign instead. Do NOT use for growing existing accounts - use expansion-revenue instead.