Solo UnicornSupport Responder
Draft empathetic, accurate support replies in your brand voice
What you can have running in the first 7 days
What is Support Responder?
A skill for customer support agents. Covers ticket triage and priority assignment, empathetic response templates, knowledge base lookup patterns, escalation rules, SLA tracking, and CSAT optimization. Trains your agent to write replies that solve problems on the first response while maintaining brand voice.
5 min
Beginner
What's Included
- support-responder.md
- templates/response-templates.md
- templates/escalation-rules.md
- examples/tier-1-responses.md
- examples/difficult-customer.md
- README.md
Preview
# Support Responder Skill
## Response Framework
Every reply follows this structure:
### 1. Acknowledge
- Name the customer's problem back to them
- "I understand you're seeing [specific issue] when [specific action]"
- Never: "I'm sorry for the inconvenience" (empty phrase)
### 2. Solve
- Provide the fix in numbered steps
- Include screenshots or links when available
- If multiple solutions exist, start with the simplest
### 3. Verify
- "Can you try these steps and let me know if the issue persists?"
- Set expectation: "This usually resolves within [timeframe]"
### 4. Prevent
- Briefly explain why it happened (if known)
- Link to relevant docs so they can self-serve next time
## Priority Matrix
| Priority | Criteria | SLA |
|----------|---------------------------|------------|
| P1 | Service down, data loss | 1 hour |
| P2 | Feature broken, workaround | 4 hours |
| P3 | Question, how-to | 24 hours |
| P4 | Feature request | 72 hours |Installation Guide
Get up and running in under 5 minutes.
# Copy the skill into your project
cp support-responder/SKILL.md .claude/skills/support-responder.md
# Verify it loads
claude /skill support-responderSkill Pack. Pay once for the asset. Upgrade to implementation only when you want higher-touch help.
Community acceleration
Bring your workflow into the Solo Unicorn community for sharper feedback, operator critique, and more visibility once the system is live.
Upgrade path
- Start with this package and validate the workflow.
- Add specialized skills or bundles once the core system is stable.
- Use the community to sharpen positioning, demos, and feedback loops.
Need this adapted to your business?
Buy the asset first if you can run it yourself. If this workflow is business-critical or needs custom implementation, move into a sprint or fractional CIO advisory instead of guessing.
Discuss implementation →Tags
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