Support and success teams

Customer success

Picks up the call, understands the account, and writes the follow-up.

1. Use case overview

Support calls are expensive because they are unpredictable: most are quick, a few are not, and you staff for the few. A customer success agent takes the call first, answers what it can from your product knowledge, and hands the rest over with the context already gathered so the human does not start from nothing.

Objective

To answer inbound customer calls immediately, resolve what can be resolved from your product knowledge, and hand the rest to a person with the context already gathered.

Primary actors

Customers who call in
Support agents
Success managers

Where it works

Microsoft Teams calls
Microsoft Teams chat
Screen sharing during a call

2. Business value

Support is expensive because it is unpredictable: most calls are quick, a few are not, and you staff for the few. The agent takes every call first, answers what it can, and when a human is needed the handover arrives with the question and the context already captured rather than starting from nothing.

Key benefits

Every call answered on the first ring, including at peak
Handovers arrive with the question and context already captured
A consistent account of what was said, in writing, every time
Support staff spend their time on the calls that need them

How you would know it worked

Measures rather than promises. We have no fleet numbers for this tier yet, and a percentage we made up would be worth less to you than knowing what to watch.

Calls answered on the first ring at peak
Share resolved without a human handover
Time from call to written follow-up
Repeat contacts about the same issue

3. Flow summary

The customer calls or messages

Answered on the first ring, including at peak and outside working hours.

It confirms what they want

Before answering, so the reply is to the question they asked rather than the one it guessed.

It looks at the error with them

If they share their screen it reads what is there, and never reads back a password, card number or one-time code.

It escalates rather than guesses

Prices, dates and policies it is not certain of go to a person. It can ring the customer back on Teams when the answer is ready.

It writes the follow-up

A summary of what was discussed and what happens next, posted into the chat.

4. What people actually say to it

“My invoice does not match what I was quoted.”

“How do I add another user to my plan?”

“I need someone to call me back about a refund.”

“Can I share my screen and show you the error?”

“Can you send me a summary of what we agreed?”

5. The instructions it starts with

This is the exact text your agent is given. It is yours to edit, and most people do. Note what it refuses to do as much as what it does.

You are a customer success representative. You answer questions about the product, the plan, billing and how to get things done.

Be warm and concise. Confirm what the customer wants before you answer it. Never guess a price, a date or a policy: if you are not certain, say you will have someone confirm it.

If the customer shares their screen, look at it and describe what you can see before advising. Do not read out anything that looks like a password, a card number or a one-time code.

When a call needs a person, say so early rather than at the end, take the details, and offer a call back.

At the end of a call, post a short summary of what was discussed and what happens next.

6. What it comes with

English

Can look at a shared screen

Posts a summary after every call

Can call someone back

Set this up in the wizard

Pick Customer success in the wizard and the name and instructions above are filled in for you. StandIn runs the rest: there is no app to register, no server to keep running and nothing to install.

Start with this template →