Customer Support Copilot

For support teams: resolve in one touch, escalate cleanly, deflect with self-service. — built in-house by Skill Me.

Reach for this when you run a support queue and want every ticket to end in a resolution, not a follow-up. Seven skills cover the ticket lifecycle: draft empathetic one-touch replies, build a macro library that still sounds human, de-escalate angry customers and communicate refund decisions safely, write escalations engineering will actually act on, mine CSAT verbatims for the root causes worth fixing, turn resolved tickets into KB articles that deflect the next wave, and diagnose churn to build segmented retention playbooks. The outcome: faster resolutions, smarter escalations, and a queue that shrinks as self-service grows.

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Install

• From the catalog: skillme.dev/pack/customer-support-copilot — install the whole pack into Claude in one step.
• With the skills CLI: npx skills add SkillMedev/customer-support-copilot
• Manually: copy any skills/<slug>/SKILL.md into your Claude skills directory.

Skills in this pack

• Support Ticket Reply — Drafts empathetic, accurate, action-first support replies structured to resolve the ticket in one touch - resolution first, context second, one unambiguous next step.
• Support Macro Library — Designs a reusable macro and canned-response library that stays human and on-brand.
• Escalation Summary — Writes a tight escalation summary to engineering or management with a one-line headline, quantified customer impact, repro steps, prior attempts, and a single clear ask.
• CSAT Root Cause Analysis — Analyzes CSAT and NPS verbatims to surface root-cause themes and prioritize fixes by frequency and impact.
• Knowledge Base Article Writer — Turns a resolved support ticket into a clear, searchable knowledge-base or help center article.
• Refund and De-escalation — Handles angry customers and refund requests with a validate-own-act de-escalation sequence and a refund decision matrix that weighs refund cost against customer LTV and chargeback risk.
• Churn Reduction — Diagnoses SaaS churn root causes through cohort analysis and a seven-category taxonomy, then builds segmented intervention playbooks ranked by frequency, revenue at stake, and addressability - including save-offer economics.

License

MIT — see LICENSE. Skills are portable SKILL.md files; the canonical copies live in the Skill Me catalog.