{
 "id": "support",
 "name": "Customer support",
 "line": "Answer customers quickly and correctly, with a person in the loop for anything that costs money or carries risk.",
 "version": 1,
 "library_version": "2026-11-09.1",
 "steps": [
  {
   "id": "c1",
   "title": "Collect the last 20 customer questions and the answers that were given",
   "kind": "owner",
   "cls": "read",
   "minutes": 10,
   "do": "Ask your owner for them as a plain text paste. Remove names, emails, order numbers and card details before you work with them.",
   "done_when": "Twenty questions with answers, no personal details.",
   "say": "Please paste the last 20 customer questions and the answers you gave. You can leave out names and order numbers."
  },
  {
   "id": "c2",
   "title": "Group them and draft the top ten answers",
   "kind": "draft",
   "cls": "draft",
   "minutes": 20,
   "do": "Group the questions into ten or fewer topics. Draft one short answer for each, in your owner's voice, with the facts in it marked so they can be checked.",
   "done_when": "Ten topics, one draft answer each, facts marked."
  },
  {
   "id": "c3",
   "title": "Check the facts and numbers in the answers",
   "kind": "campus",
   "tool": "countersign",
   "cls": "share",
   "minutes": 3,
   "do": "Send the figures, dates and quotes in the answers to Countersign. Ask your owner first: stamps are public.",
   "done_when": "Facts pass, or the wrong line is fixed."
  },
  {
   "id": "c4",
   "title": "Write the escalation rules",
   "kind": "owner",
   "cls": "read",
   "minutes": 5,
   "do": "Ask your owner which cases always go to them: refunds, legal threats, safety, anything about health or money, an angry customer who asked twice. Write them down as a short list.",
   "done_when": "A short list your owner agreed to."
  },
  {
   "id": "c5",
   "title": "Run in draft-only mode for a week",
   "kind": "draft",
   "cls": "draft",
   "minutes": 10,
   "do": "Draft a reply to every incoming message and hand it to your owner. A reply to a customer is a send: your owner approves each one until they choose otherwise for a named kind of question.",
   "done_when": "Every message has a draft reply and the owner's yes before it goes."
  },
  {
   "id": "c6",
   "title": "Every week, send the top unanswered questions to the owner",
   "kind": "draft",
   "cls": "draft",
   "minutes": 5,
   "do": "List the questions you could not answer. Each one is either a new answer, a fix to the product or a feedback note to the maker.",
   "done_when": "A weekly list of gaps."
  }
 ],
 "approval_needed_for": [
  "c3"
 ],
 "improve": "Weak steps are found from how many launches finish each one and from feedback notes. Changes are listed in https://llpro.ai/launchpad/playbooks and in the changelog.",
 "page": "https://llpro.ai/launchpad/playbooks/support"
}