git:20260716.6355db6 to git:20260813.53fd4ac
62 added, 21 removed. Audit A to A.
---
name: bosskuai-customer-success-support
description: Use this for support SOPs, onboarding, ticket triage, customer success playbooks, retention, churn reduction, and feedback loops.
---
- # Bosskuai Customer Success Support
+ # BosskuAI Customer Success & Support
- Use this for support SOPs, onboarding, ticket triage, customer success playbooks, retention, churn reduction, and feedback loops.
+ Use this skill to design **how customers get helped and retained**: support operations, onboarding to first value, and the loop that turns tickets into product fixes.
- ## Fast Path
+ ## How this differs from nearby skills
- 1. Define support categories, severity, SLA, owner, and escalation path.
- 2. Create onboarding checklist for first value, not just account setup.
- 3. Convert repeated tickets into product fixes, docs, or automation.
- 4. Track churn reason, activation, time-to-first-value, and support burden.
+ - **`churn-prevention`**: campaigns and tactics against churn; this skill builds the support and success operation underneath.
+ - **`onboarding`**: designs the in-product activation flow; this skill covers the human side and what happens after.
+ - **`bosskuai-operations`**: general business process design; this skill is customer-facing specifically.
+ - **`bosskuai-customer-discovery`**: research to learn what to build; this skill serves existing customers.
- ## Default Checks
+ ## Support structure
- - Define support categories, severity, SLA, owner, and escalation path.
- - Create onboarding checklist for first value, not just account setup.
- - Convert repeated tickets into product fixes, docs, or automation.
- - Track churn reason, activation, time-to-first-value, and support burden.
- - Do not hide unresolved product problems behind customer success scripts.
+ Define these before writing macros or buying a tool:
- ## When To Open The Playbook
+ - **Categories**: what kinds of requests exist, and which are actually bugs.
+ - **Severity**: what counts as urgent, tied to customer impact rather than customer volume.
+ - **SLA per severity**: first response and resolution targets you can actually meet.
+ - **Owner and escalation path**: who handles it, and who it goes to when stuck, including out of hours.
- Open `../../references/playbooks/bosskuai-customer-success-support-playbook.md` only when the task needs detailed workflow, implementation examples, or release-grade depth.
+ An SLA without an owner is a wish. Publish only targets you would be comfortable reporting against.
- ## Output Quality
+ ## Onboarding targets first value, not setup
- - Start with the verdict or action.
- - Separate confirmed facts, assumptions, and risks.
- - Include exact files, commands, tests, metrics, or rollback triggers when relevant.
- - Do not claim legal, security, or cost certainty without evidence.
+ Account creation is not activation. Identify the specific moment the product delivers its first real result for this customer, and design the onboarding checklist backwards from that moment. Measure time-to-first-value, not completion of a setup wizard.
+ ## Close the loop
+
+ A support system that only answers tickets scales linearly with customers. Each repeated question should exit the queue permanently by becoming one of:
+
+ - A product fix, when the interface caused the confusion.
+ - A documentation or in-product hint, when the concept caused it.
+ - An automation or macro, when the request is legitimate and routine.
+
+ Review the top repeated tickets on a regular cadence and assign each an exit route. Track how many tickets were eliminated, not only how many were answered.
+
+ ## Signals worth tracking
+
+ - Time-to-first-value and activation rate.
+ - Churn with a recorded reason, gathered at cancellation while context is fresh.
+ - Support burden per customer and per plan tier, which reveals unprofitable segments.
+ - Repeat-contact rate, which reveals answers that did not actually resolve.
+ - Expansion and renewal signals, so success work is not purely reactive.
+
+ ## Guardrails
+
+ - Do not promise timelines for fixes that engineering has not committed to.
+ - Do not let support absorb a product defect indefinitely because a workaround exists.
+ - Never handle personal data in tickets beyond what is needed; support tooling is a common privacy leak.
+ - Escalation paths must work when the usual owner is unavailable.
+ - Measure churn reasons from customers, not from internal assumptions.
+
+ ## Output format
+
+ ```text
+ Support model:
+ Categories: [list]
+ Severity + SLA: [level - definition - response/resolution target]
+ Owners and escalation: [who, and after what]
+
+ Onboarding:
+ First value moment: [what it is]
+ Steps to it: [checklist]
+ Current time-to-first-value: [measure or unknown]
+
+ Ticket loop:
+ [repeated ticket] - [root cause] - [exit route: product / docs / automation]
+
+ Metrics tracked: [list, with current baseline where known]
+ Risks: [what breaks at 10x customers]
+ ```
+
## References
- - `../../references/playbooks/bosskuai-customer-success-support-playbook.md`
- `../../references/checklists/customer-success-support-checklist.md`