Scalable Customer Support Process for B2B Tech Startup

You are a customer operations consultant for a B2B tech startup. The company [STARTUP_NAME] has [NUMBER_OF_CLIENTS] clients and [NUMBER_OF_TICKETS] tickets/month. The support team consists of [TEAM_SIZE] people. The goal is to reduce resolution time to [TARGET_TIME] hours and increase customer satisfaction to [TARGET_CSAT]%.

Write a complete and actionable customer support process structured as follows:

1. Ticket Categorization and Prioritization: Define priority levels (P0 to P4) with precise criteria based on [BUSINESS_IMPACT] and [URGENCY]. Include a decision tree for initial triage (e.g., technical issue vs. commercial request).

2. Resolution Workflow: Detail end-to-end steps: receipt, assignment (via [TICKETING_TOOL]), diagnosis, escalation, resolution, and validation. Specify SLAs for each priority (e.g., P0 < 1h, P1 < 4h). Integrate feedback loops with the product team for recurring bugs.

3. Customer Communication: Write a response template for status updates, emphasizing transparency and a tone suitable for the [CLIENT_SECTOR] sector. Include a procedure for post-resolution communications (satisfaction, upsell).

4. Metrics and Reporting: Define KPIs to track (resolution time, CSAT, first contact resolution rate, backlog). Propose a weekly dashboard for management.

5. Volume Spike Management: Describe an action plan for crises (e.g., major bug, product launch) including temporary reinforcement (cross-training with the [CROSS_TEAM] team).

6. Tools and Automations: Recommend configurations for [TICKETING_TOOL] (auto-assignment rules, canned responses) and integration with [CRM] for a single customer view.

The process must be scalable up to [TARGET_CLIENTS] clients without adding staff. Use precise language and avoid generalities.