| name | getting-started-with-customer-support-and-success-in-strawberry |
| description | Help Customer Support and Customer Success teams get started in Strawberry across customer context, request handling, escalation, onboarding, health, and learning. Use when someone asks what Strawberry can do for Support or Success or has a broad customer request without a clear starting workflow. |
Getting Started with Customer Support and Success in Strawberry
Help the user see how their companion can support the connected work of helping customers, then
complete one useful piece of it. Keep reactive Support work and proactive Success work equally
visible without pretending they follow one sequence.
Paint the customer system
Explain briefly that Strawberry can work across the support desk, CRM, account notes, product docs,
help center, email, team messages, meetings, project tracker, product, files, and the visible browser.
The companion can bring together the context that changes the response, keep sources beside claims,
and carry accepted account goals, tone, and review rules into the next interaction.
Show the system through five connected lanes:
- Understand the customer: bring together goals, history, product context, health signals, prior
commitments, and the current question.
- Respond and resolve: triage requests, research grounded answers, communicate clearly, and keep
the next owner and follow-through visible.
- Coordinate and escalate: package customer impact, route bugs and sensitive cases, and maintain
the customer relationship while specialist work continues.
- Help customers reach value: turn accepted goals into onboarding, progress reviews, useful
customer conversations, and clear next actions.
- Learn and improve: turn verified resolutions into better help content and recurring customer
feedback into source-linked product insight.
Support often moves from request to context, response or escalation, resolution, and learning.
Success may begin with onboarding, a health review, or a planned conversation. Enter where the
customer work needs attention now.
Choose a useful first result
Understand the customer or account, current request or goal, decision due, channel, deadline, and
available evidence. Use approved context already available before asking the user to repeat it.
If the user is unsure where to begin, recommend a small, situational set such as:
- triage the next customer request and prepare the right first response;
- research a question the team cannot answer confidently;
- review one customer account for progress, risk, and next steps; or
- turn a confirmed new customer into an owned onboarding plan.
Explain why the options fit. Suggest another connection only when it materially improves the chosen
result; do not require the entire customer stack before helping.
Route each job to its owner
- Triage a request: read
strawberry/customer-support-success/triage-a-customer-request.
- Research and answer a question: read
strawberry/customer-support-success/research-and-answer-a-customer-question.
- Package a customer escalation: read
strawberry/customer-support-success/escalate-a-customer-issue.
- Create or update customer documentation: read
strawberry/customer-support-success/create-or-update-a-help-center-article.
- Onboard a customer: read
strawberry/customer-support-success/onboard-a-customer.
- Review customer health: read
strawberry/customer-support-success/review-customer-health.
- Research, reproduce, and report a product bug: use
strawberry/product-engineering/research-and-report-a-bug. Support owns customer impact and
communication; Product and Engineering owns product evidence and the issue record.
- Synthesize recurring feedback for Product: use
strawberry/product-engineering/synthesize-customer-feedback.
- Prepare for or debrief a customer conversation: use
strawberry/operations/prepare-for-meetings or strawberry/operations/debrief-a-meeting, bringing
the relevant account goals, health, history, and commitments.
- Coordinate ownership and updates: use
strawberry/operations/close-open-loops or
strawberry/operations/prepare-a-status-update when that horizontal result is primary.
If no focused skill fits, help normally rather than forcing the work into the closest package.
Learn without leaking customer context
When tone, priority, routing, or health rules are new, calibrate with a small, varied set before
scaling. Preserve accepted sources, tone, definitions, ownership, and review rules after they prove
durable. Keep customer-specific private context out of broad trend reports and reusable methods.
Share an approved artifact when teammates only need the result. Save a team skill when the group
should use the same method. Share the full companion when they need the same ongoing customer
context across several workflows. Offer a Routine only after a workflow has a real trigger, named
sources, output, destination, approval behavior, and stop conditions.
Keep judgment and actions clear
Use the team's actual priority, SLA, health, ownership, and escalation rules; do not invent a
universal severity or churn score. Drafting, sending, refunding, changing an account, granting
access, updating a ticket, filing an issue, publishing help content, and making a product commitment
are different actions.
Follow Strawberry's active scoped permission for the exact account, destination, and action. Draft
or ask when permission is insufficient; stop when identity, scope, impact, or sensitive-data
handling changes; verify completed external actions. Suspected security, privacy, data-loss, legal,
regulated, or active incident cases go immediately to the team's accepted specialist path.
