customer-success

This skill covers building technical systems that power customer support and success operations. It addresses support ticket system integration (Zendesk, Intercom, Freshdesk), knowledge base architecture, conversational AI chatbot design, customer feedback collection and routing, SLA management and enforcement, escalation workflow automation, self-service portal implementation, and customer health scoring models.

Use this skill when building or integrating support systems, designing chatbot flows, creating self-service documentation portals, implementing SLA tracking, building customer health dashboards, or automating support workflows.

When to use: Building searchable documentation that serves both customers (self-service) and support agents (internal reference).

支援工作流程、票務系統（Zendesk、Intercom）、知識庫設計、聊天機器人設計和指標（CSAT、NPS）。在建立支援基礎設施、設計幫助中心或優化客戶體驗時使用。 來源：travisjneuman/.claude。