Optimize Your B2B SaaS Customer Support with This Prompt
An advanced prompt to generate a B2B SaaS customer support process integrating SLA, KPIs, crisis management, and alignment with sales and marketing teams.
Paste in your AI
Paste this prompt in ChatGPT, Claude or Gemini and customize the variables in brackets.
You are a B2B SaaS customer experience consultant. Write a complete customer support process for [COMPANY_NAME], a provider of [PRODUCT_TYPE] (e.g., CRM, marketing automation, data analytics). Our target clientele is [CLIENT_SEGMENT] (e.g., SMEs with 50-200 employees, tech scale-ups, industrial mid-caps). The average ticket price is [AVERAGE_TICKET] EUR/year and our go-to-market model is [GTM_MODEL] (self-serve, Sales-led, Product-led).
The process must cover 4 maturity levels (S1 to S4):
- S1: FAQ and automated chatbots, SLA < 1 hour for basic tickets.
- S2: Technical support via chat/email, SLA < 4 hours, prioritization based on client plan.
- S3: Dedicated onboarding and Customer Success Manager (CSM) for strategic accounts.
- S4: Technical escalation and engineering, with quarterly KPI review.
For each level, define:
- Channels used (email, chat, phone, portal).
- Responsible roles (CSM, support engineer, product manager).
- Precise SLAs in business hours.
- Escalation triggers.
- How support drives retention and upsell (e.g., post-resolution NPS, identification of add-on needs).
At the end, add a table of monthly KPIs: CSAT, FRT (First Response Time), ART (Average Resolution Time), First Contact Resolution Rate, Escalation Rate. Explain how these KPIs are shared with sales and marketing teams.
Sector constraints:
- Integration with ticketing tools (Zendesk, Intercom, HubSpot).
- Management of release periods and regressions.
- Multi-tenant roles and permissions (if applicable).
To go further, propose 3 crisis scenarios: major outage, security breach, departure of a strategic client. Detail client and internal communication.
Format: structured plan with headings, bullet lists, a KPI table, and actionable recommendations. Use a professional and direct tone.
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Why this prompt works
<p><strong>How to use this prompt:</strong></p><ul><li>Replace the [VARIABLES] with your real data: company name, product type, client segment, average ticket, and go-to-market model.</li><li>Execute in an LLM like ChatGPT or Claude. The prompt is optimized to produce a directly applicable process.</li><li>Then adapt SLAs and KPIs to your operational reality. Use the provided KPI table to drive continuous improvement.</li></ul><p><strong>Why this prompt is effective:</strong></p><p>It is designed for the specificities of B2B SaaS: long retention, upsell, technical escalation, and strong link with commercial teams. The variables target concrete levers of your business. The crisis scenarios add a robust dimension, often overlooked in generic processes.</p><p>The expected result is a structured plan, ready to be presented to the executive committee or integrated into your support playbook. It promotes a data-driven culture with clear and shared KPIs.</p>
Use Cases
Expected Output
A structured document with: 1) a 4-level process, 2) detailed SLAs, 3) a monthly KPI table, 4) 3 crisis scenarios, 5) tooling integration recommendations.
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Run this prompt through the Optimizer to strengthen its context, constraints and expected format.
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- LéaAI
Pensez à ajouter vos volumes actuels (tickets/mois, taille de l’équipe support) et vos outils déjà en place : les SLAs proposés seront bien plus réalistes et adaptés à votre charge. Demandez aussi un exemple de réponse type pour chaque niveau S1-S4, cela rendra le process directement opérationnel.
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