Customer support

Finds the top contact drivers in a ticket export and ranks deflection opportunities by volume and effort, with root cause and owner. Use for a monthly or quarterly support review.

Writes replies for a charity's supporter care team - receipts, changing or cancelling a regular gift, contact and data preferences, complaints about fundraisers - warm, accurate and quick to act on.

Decides and answers a warranty or faulty-goods claim as a retailer or maker - evidence to request, repair, replace or refund under your terms and the consumer rules to check, and the reply.

Writes a one-page doorstep service brief for delivery drivers covering greeting, proof photos, safe places, refused or damaged goods, age-checked items, upset customers and when to call base.

Writes a till-side cheat sheet that separates what consumer law requires (to verify) from the shop's own goodwill policy - faulty, change of mind, online, sale items - with phrases staff can use.

Builds support reply snippets in the languages your customers speak, from one plain-English source, with a term glossary, sync rules and a list of what a fluent speaker must check.

Builds a service recovery playbook for when things go wrong - failure types, severity levels, apology and remedy for each, who can compensate how much, scripts and follow-up.

Builds reusable support macros from real ticket samples, with personalisation slots, internal actions and rules for when not to use each. Use to speed up replies without sounding canned.

Builds a support quality scorecard with weighted criteria, scoring examples, auto-fail rules, calibration steps and coaching use. For support managers reviewing ticket and chat quality.

Interviews a long-serving staff member one question at a time to capture the answers they give customers from memory, then turns them into FAQ entries and saved replies with gaps flagged.

Sorts a batch of customer emails or chats into topic, urgency, sentiment and owning team as JSON, with a short reason per item and an "unclear" bucket instead of guesses, ready for routing.

Reviews a support reply before it is sent - accuracy against the facts, unanswered questions, tone, over-promising, missing next step - and returns marked issues and a tightened rewrite.

Takes one serious customer complaint through gated steps - intake and facts, remedy decision, reply and agreed next steps, fixing the cause, and follow-up with the lesson logged.

Acts as a B2B customer success manager who drives adoption and outcomes, spots churn risk early, runs value reviews and turns customer insight into product feedback.

Weighs a refund or credit request outside policy - fault, cost, customer value, precedent and public risk - and recommends refund, partial, credit or a kind no, with the wording.

Designs how a shop, restaurant or venue serves disabled customers well - physical access, deaf, blind and neurodivergent customers, staff scripts, an access guide online and a prioritised plan.

Designs a support escalation process - tiers, severity definitions, routing, handover templates, SLAs and how engineering is engaged. Use when tickets bounce between teams or urgent issues stall.

Designs the support desk a franchisor runs for its franchisees - ticket categories, priorities and response times, routing, a knowledge base outline and when a field visit is triggered.

Designs a help-centre structure from support ticket topics and existing articles - categories, an article list, naming, search terms, and the gaps to write first ranked by ticket volume.

Designs how a cafe, salon, pub or shop recognises its regulars - what staff note and where, names and usual orders, small gestures and privacy limits - without a points scheme.

Designs a support chatbot or AI agent flow - intents, answers grounded in help content, escalation triggers, human handover and quality checks. Use when adding automation to a support team.

Writes the escalation to a supplier, manufacturer or carrier that caused a customer problem - facts, evidence, customer impact, the ask and deadline - plus the holding message to the customer.

Writes clear explanations and replies for charges customers dispute - service charges, card fees, call-out fees, weekend rates, delivery minimums - and checks whether each is shown early enough.

Writes a calm reply when a customer asks why a trade quote is high or differs from another - what is included, what cheaper quotes often omit, and honest ways to cut cost without a reflex discount.

Acts as a trainer who coaches shop, cafe, hotel and reception staff through short practice, observation and feedback, turning service standards into habits that hold up on busy shifts.

Acts as a hotel and restaurant guest relations manager who reads guests quickly, recovers bad experiences on the spot and coaches staff on warmth, ownership and small personal touches.

Handles a home or office client who says a clean was not done properly - specifics and photos, a re-clean offer, blame-free staff feedback and a checklist fix so it does not happen again.

Handles gym, club or subscription cancellations - honouring them cleanly, one fair save offer where it fits, notice periods and final payments explained, and the replies - without dark patterns.

Helps a tradesperson respond when a customer says a repair or install has failed - safety first, workmanship versus parts versus misuse, whether it is a guarantee callback, the visit plan and reply.

Launches a first help centre in gated steps - top contact reasons, structure, first articles, links from the product and emails, and a 30-day review of deflection and gaps.

Finds why customers have to get in touch more than once - missing permissions, knowledge gaps, handoffs, unclear replies - from ticket samples, and builds fixes with a simple repeat-contact measure.

Extracts a structured complaint record from an email, call note or review - customer, product, issue type, severity, remedy asked, promises made and deadlines - as JSON or a table, with flags.

Organises a small team's shared support inbox with labels, ownership rules, response targets, a definition of done, a daily sweep and saved replies, so no customer falls between people.

Plans B2B customer onboarding from kickoff to first value - milestones, owners, training, success criteria and risk signals, with kickoff and check-in agendas. For customer success teams.

Plans what customers get outside opening hours or over holidays - auto-replies, a real emergency route, a fair on-call rota and what waits until morning - for a small team without burning people out.

Plans a new support agent's first weeks - product learning, tools and access, shadowing, graduated queues, quality checks, and readiness criteria for each stage - week by week.

Estimates support staffing from ticket volume, handle time and service-level targets, with a coverage plan by hour, shrinkage, and every assumption and formula stated.

Prepares a customer quarterly business review - outcomes against their goals, usage insights, issues and fixes, relevant roadmap and agreed next steps. For account managers and CSMs.

Processes a customer report of goods damaged in delivery - evidence to request, replace or refund, the carrier claim with its deadlines and paperwork, and packaging fixes when damage repeats.

Cuts "where is my order" contacts for an online shop with clearer delivery promises, confirmation and tracking copy, proactive delay messages and a deflection reply built on real delivery times.

Role-plays a customer hearing bad news - a job overrunning, an item out of stock, a price rise, a cancelled booking - so you can practise the call, then gives feedback on clarity, empathy and options.

Handles a customer disputing a late-cancellation or no-show fee - checks what was agreed and shown, decides uphold, reduce or waive, and writes a firm, kind reply that keeps the policy credible.

Helps a small business answer a customer disputing an invoice over quality or price - separates the facts, judges the claim fairly, picks a remedy and writes a reply that keeps the relationship.

Handles a parcel marked delivered that never arrived or went to the wrong address, from the shop's or courier's side - evidence checks, reship or refund, carrier claim and reply.

Handles a salon client unhappy with a colour, cut, nails or lashes - what to ask, correction or refund, what to record on the client card, and the reply in person or by message.

Prepares a merchant's chargeback response - reads the reason code, decides whether to fight or accept, lists the evidence to submit, drafts the rebuttal letter and sets prevention steps.

Responds to a customer who says they fell ill after eating at your cafe, restaurant or takeaway - a caring reply, facts gathered without admitting fault, internal checks, records and who to involve.

Writes a public reply to an online review - positive, mixed, unfair or fake-looking - that stays calm, specific and privacy-safe and offers an offline path to resolve it.

Role-plays a difficult customer for support, front desk or counter staff - angry, confused or demanding a refund, by phone, chat or in person - then scores the handling against a rubric.

Plans customer contact for a small producer's product recall or safety notice - who to tell, notice wording, phone and email scripts, refunds and returns, and records - with the authorities to check.

Writes the script and checklist for walking an overbooked hotel guest to another property - who to walk, the desk script, transport and compensation, and a follow-up to win them back.

Writes a policy and scripts for abusive or threatening customers - the warning line, ending a call or chat, refusing service, recording incidents and supporting the staff member afterwards.

Sets up lost property handling for a hotel, venue, gym or bus company - logging, storage, holding periods, valuables and ID, finding owners, returns and disposal - with reply templates.

Standing rules for an assistant drafting or sending support replies - promise only what policy and facts allow, mark anything needing approval, and state exactly what will happen and when.

Acts as a hands-on support team lead for small and mid-sized teams who balances queue health, reply quality and agent wellbeing, and turns ticket patterns into fixes elsewhere in the business.

Standing rules for every customer support reply - acknowledge first, plain words, no blame, honest limits, and a specific next step with a timeline.

Trains a new restaurant or cafe server by role-playing tables - a rushed couple, an allergy question, a wrong order - then gives feedback on the steps of service and tone.

Guides a trades or repair business through an incoming customer call - safety first, diagnostic questions, urgency and safe checks - then decides visit, advice or referral and books it.

Writes aftercare instructions for a salon, tattoo, piercing or beauty service - day-by-day care, what to avoid, normal versus worrying signs, and when to contact the studio or a doctor.

Writes a set of appointment messages - booking confirmation, reminders, reschedule, no-show and late-cancel follow-ups - for SMS and email, within character limits and in your tone.

Writes a customer service phone script with greeting, identity checks, call flows for your top call reasons, hold and transfer etiquette, difficult-caller lines and closing, written to be spoken.

Writes short quick replies for a local shop's messaging app - hours, stock, reserve and collect, prices, delivery, payment - in plain and casual versions, plus greeting and away messages.

Writes a short customer satisfaction survey for one touchpoint - the right question types, wording, timing and channel - plus a routine for following up low scores and acting on themes.

Writes SMS and email templates for delivery exceptions - failed attempt, running late, damaged, address problem, age check refused, safe place - each with one next action and character counts.

Writes a plain-language, stigma-free FAQ for people using a food bank, pantry or community fridge - referral, what to bring, dietary and cultural needs, privacy and other help nearby.

Writes a one-page service standards card for shop, cafe or reception staff - greeting, waiting, phone, complaints, goodbye - each as an observable behaviour a manager can coach and check.

Writes the guest message set for a short-term rental host - booking confirmation, pre-arrival, check-in guide, house rules, mid-stay check, checkout and review request - in a warm, clear voice.

Writes a task-based help-centre article from a feature description or a support ticket, with numbered steps, screenshot placeholders and troubleshooting. Use to answer a common question once, well.

Writes host stand and phone scripts for a restaurant covering bookings, the waitlist, large groups, deposits, allergies noted at booking, walk-ins on a full night and turning tables politely.

Writes a job completion report for a trades, repair or cleaning customer - work done, parts used, test results, photos to attach, care instructions, guarantee terms and the next service date.

Writes the automatic text a small business sends after a missed call, plus follow-ups that sort callers into emergency, new job or existing booking so the owner calls back in the right order.

Writes a client consultation and record form for a hair, nail, lash, brow or beauty salon with service history, allergy screening, patch-test records, expectations, consent and a privacy notice.

Writes the notices for a sudden disruption such as a closure, card machine down or a recall - door sign, live social posts with a pinned update, messages to booked customers and a staff script.

Writes service level terms for business clients of a cleaning, maintenance, security or IT firm - priorities, response and fix times, reporting and credits - that its staff can really meet.

Writes a customer support reply that resolves the issue or sets a clear next step and timeline, using only the facts and policy you give it, in the brand's tone. Use for email, chat or ticket replies.

Hands a support ticket queue to the next shift or time zone - tickets about to breach, promises due, reassignments, live incidents and waits on other teams - so no ticket is orphaned.

Writes the website FAQ for a plumber, electrician, builder, roofer or other trade - call-out charges, areas, guarantees, certificates, payment and visit preparation - in the owner's own voice.