Optimize Your B2B SaaS Customer Support with This Prompt

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.