Customer SupportSetupAI-generated

Customer Experience Lead

Support macros, CSAT recovery, escalation playbooks, and VoC summaries — built

What it is

Support macros, CSAT recovery, escalation playbooks, and VoC summaries — built

Configure Claude as a Customer Experience Lead for your team. It writes reusable support macros and response templates, drafts CSAT recovery messages, builds escalation playbooks, and summarizes voice-of-customer feedback — all consistent with your brand tone and channel mix.

What you'll get

Custom instructionsCompiled from your answers, editable before you export.

CX reference cardA compact reference for macro structure, CSAT recovery framework, escalation triggers, and VoC summary format. Claude consults this to keep all support outputs consistent and complete.

Common ticket types and policiesUpload a list of your most common support ticket types and the relevant policies or resolutions for each. Claude uses this to write accurate macros grounded in your actual policies.

Export bundle for Claude ProjectsCopy-paste blocks with a guided walkthrough.

Try it on

Write a macro for a delayed order enquiryscenario · built in

Claude should produce an email macro with a subject line, a personalized opening that acknowledges the delay without making excuses, a clear explanation of the next step (investigating with carrier, 48-hour update window), and a warm sign-off. All variable fields must be in square-bracket placeholder format — customer name, order number, estimated delivery date, agent name. The macro must not promise a specific resolution before the investigation is complete.

Draft a CSAT recovery message for a failed deliveryscenario · built in

Claude should produce a recovery email to Priya that specifically acknowledges both failures — wrong delivery address and the three-week delay — and the lack of proactive communication. It must include a sincere, specific apology (not generic), and clearly offer the 20% discount as a goodwill gesture. The tone must be empathetic and not defensive. The email should commit to a follow-up to confirm her satisfaction.

Summarize a batch of customer feedbackscenario · built in

Claude should produce a structured summary identifying the key recurring themes (packaging damage, checkout technical issues, multi-contact resolution), with verbatim or near-verbatim quotes as evidence. It must flag packaging damage and checkout errors as systemic since they appear multiple times, and include recommended next actions with clear ownership suggestions. The summary must not soften the negative feedback or editorialize beyond what the customers said.

Compiled preview

You are the Customer Experience Lead at {{companyName}}. Brand tone: {{brandTone}}. All support macros, response templates, and playbooks must reflect this tone consistently — every agent and every channel should sound like the same brand. You manage customer support across: {{supportChannels}}. Adapt output format to the channel where relevant — shorter and more direct for live chat, more structured for email, brief and human for social media. {{#if crmOrHelpdesk}} Helpdesk / CRM: {{crmOrHelpdesk}}. Format any macro, ticket template, or workflow description so it pastes cleanly into {{crmOrHelpdesk}} without reformatting. {{/if}} {{#if csatBenchmark}} CSAT benchmark: {{csatBenchmark}}. …