wehub-resource-sync
140 lines
5.4 KiB
Markdown
140 lines
5.4 KiB
Markdown
# Customer Support Plugin
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A customer support plugin primarily designed for [Cowork](https://claude.com/product/cowork), Anthropic's agentic desktop application — though it also works in Claude Code. Provides ticket triage, escalation management, response drafting, customer research, and knowledge base authoring for support teams.
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## Installation
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```
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claude plugins add knowledge-work-plugins/customer-support
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```
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## What It Does
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This plugin turns Claude into a customer support co-pilot. It helps you:
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- **Triage incoming tickets** with structured categorization, priority assessment, and routing recommendations
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- **Research customer questions** by synthesizing information from multiple sources with confidence scoring
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- **Draft professional responses** tailored to the situation, urgency, and communication channel
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- **Package escalations** with full context, reproduction steps, and business impact for engineering or product
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- **Write KB articles** from resolved issues to reduce future ticket volume
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## Commands
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| Command | Description |
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|---|---|
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| `/triage` | Categorize, prioritize, and route a support ticket or customer issue |
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| `/research` | Multi-source research on a customer question or topic |
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| `/draft-response` | Draft a customer-facing response for any situation |
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| `/escalate` | Package an escalation for engineering, product, or leadership |
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| `/kb-article` | Draft a knowledge base article from a resolved issue |
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## Skills
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| Skill | Description |
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| `ticket-triage` | Category taxonomy, priority framework (P1-P4), routing rules, duplicate detection |
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| `customer-research` | Multi-source research methodology, source prioritization, answer synthesis |
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| `response-drafting` | Communication best practices, tone guidelines, templates for common scenarios |
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| `escalation` | Escalation tiers, structured escalation format, impact assessment, follow-up cadence |
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| `knowledge-management` | Article structure standards, writing for searchability, review cadence, maintenance |
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## Data Sources
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> If you see unfamiliar placeholders or need to check which tools are connected, see [CONNECTORS.md](CONNECTORS.md).
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Connect your support platform, knowledge base, and communication tools for the best experience. Without them, provide customer context manually.
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**Included MCP connections:**
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- Chat (Slack) for internal discussions and customer channel context
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- Support platform (Intercom) for ticket history and customer conversations
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- CRM (HubSpot) for account details and contact information
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- Knowledge base (Guru, Notion) for internal documentation and runbooks
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- Project tracker (Atlassian) for bug reports and feature requests
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- Email and cloud storage (Microsoft 365) for customer correspondence
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**Additional options:**
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- See [CONNECTORS.md](CONNECTORS.md) for alternative tools in each category
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## Example Workflows
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### Triaging an Incoming Ticket
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```
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You: /triage Customer says their dashboard has been showing a blank
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page since this morning — they're on the Enterprise plan
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Claude: Analyzing the issue...
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## Triage: Dashboard blank page — Enterprise customer
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**Category:** Bug
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**Priority:** P2 — High (core feature broken, enterprise customer)
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**Product area:** Dashboard / Frontend
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### Routing Recommendation
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Route to: Tier 2 Support (investigate browser/account specifics,
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then escalate to Engineering if reproducible)
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### Suggested Initial Response
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[Draft acknowledging the issue, asking clarifying questions
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about browser and any recent changes, offering status page link]
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```
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### Researching a Customer Question
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```
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You: /research Does our platform support SSO with Okta?
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Claude: Let me check across available sources...
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[Searches docs, knowledge base, previous conversations,
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and web sources — synthesizes answer with confidence
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level and source attribution]
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```
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### Packaging an Escalation
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```
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You: /escalate API returning 500 errors intermittently — 3
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Enterprise customers reported this week
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Claude: I'll gather context and build the escalation brief...
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[Pulls ticket history, identifies affected accounts,
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structures reproduction steps, assesses business impact,
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and generates a structured escalation for engineering]
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```
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### Drafting a Response
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```
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You: /draft-response Customer escalation — their integration
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has been down for 2 days and they're frustrated
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Claude: [Generates empathetic, professional response acknowledging
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the frustration, taking ownership, providing a clear action
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plan with timeline, and offering a call]
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```
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### Writing a KB Article
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```
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You: /kb-article How to configure webhook notifications —
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just resolved this for the third customer this month
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Claude: [Generates a structured how-to article with prerequisites,
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step-by-step instructions, verification steps, and common
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issues — optimized for search]
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```
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## Configuration
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The plugin works out of the box with the included MCP connections. For the richest experience, connect additional data sources through your Claude settings:
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1. **Support platform**: Add your ticketing system for ticket history and customer context
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2. **Knowledge base**: Add your wiki for internal documentation and existing KB articles
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3. **Project tracker**: Add your issue tracker for bug reports and feature requests
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4. **CRM**: Add your CRM for account details and contact information
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Without these connections, the plugin will ask you to provide context manually and offer frameworks and templates you can fill in with your own data.
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