pm-support

Analyse CSAT / NPS / CES survey results and turn the score into actions. Use when asked to analyse NPS, CSAT, or CES data, compute an NPS score, interpret survey verbatims, or build a voice-of-customer readout. Produces a readout — the computed score, the trend & benchmark, themed analysis of the comments (what drives promoters vs. detractors), and prioritised actions. Includes a stdlib NPS/CSAT calculator.

Design a support/incident escalation tree — who handles what, when it escalates, and to whom. Use when asked to design an escalation path, an escalation matrix, support tiers, an on-call escalation policy, or to fix 'tickets bounce around / nothing gets escalated in time'. Produces an escalation tree — tiers & ownership, severity definitions, time-based triggers, routing rules, contacts/roles, and the customer-communication cadence per level.

Write a help-center / knowledge-base article that actually resolves the issue and deflects tickets. Use when asked to write a help doc, KB article, FAQ entry, how-to, or support documentation. Produces a findable, skimmable article — task-based title, the answer up front, numbered steps, screenshots-to-add markers, troubleshooting, and related links — written so users self-serve instead of contacting support.

Audit a knowledge base / help center for coverage, accuracy, and findability. Use when asked to audit a help center, review KB health, find documentation gaps, reduce ticket volume with better docs, or prioritise what to write/fix. Produces an audit — a health scorecard, content gaps (driven by top ticket drivers), stale/duplicate/low-findability articles, and a prioritised fix-and-create backlog.

Write reusable support macros / canned responses that sound human, not robotic. Use when asked to write a support macro, a canned response, a saved reply, or a template for a common customer ticket. Produces a macro — an empathetic opener, the clear answer/steps, placeholders for personalisation, and a warm close — plus variants (resolved / need-more-info / escalating), tuned to keep it human.

Write a support runbook for handling a recurring issue type consistently. Use when asked to write a support runbook, a troubleshooting playbook for agents, a handling guide for a common issue, or a tier-1 response procedure. Produces a runbook — issue identification, triage/severity, step-by-step diagnosis & resolution, decision tree, when/how to escalate, and the customer-comms templates — so any agent resolves it the same way.