customer-support-kb

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":"matthewhitcham","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:

### 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 [e-mail].

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:

### 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:

### 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.

## 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):

### 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):

### 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***[e-mail]) 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.