Playbooks for support and customer success
Each book is a set of plays for one hard part of the job: what to do, the words to say, the decision rules and an agent prompt for the drafting. Every one has a free sample, so read it before you buy. PDF downloads, one-time prices.
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The CS Agent Playbook
15 AI agent routines and 54 prompts for support and CS leads
15 plays and 54 copy-paste prompts for support case work and customer success: escalation briefs, log analysis, inbox triage, ticket themes, churn checks, QBR drafts and renewals. A 47-page PDF plus a plain-text prompts file.
$39One-time. All sales are final.
Playbooks for one hard part of the job
When the Bot Hands Off
Plays for running an AI support agent without losing your customers
For support leads running an AI agent on chat: decide what the bot may do, set the handoff triggers and recover when it gets things wrong.
$39All sales are final.
Save Plays
What to do, and say, when a renewal is at risk
For CSMs and account managers who own renewals: find the real reason behind "it's too expensive", then use the move that fits it.
$29All sales are final.
When It Breaks
Outage and escalation plays for support and CS
For support leads, CSMs and account owners who face customers during outages, major bugs and executive escalations.
$29All sales are final.
Ready to Escalate
Support to engineering plays for technical support teams
For technical support engineers and tier 2 or tier 3 support: escalate once, keep the customer honestly informed and close the loop.
$29All sales are final.
Hard Conversations
De-escalation plays for software support agents and the leads who train them
For frontline support agents and the leads who coach them: a move for the furious opener, the third contact and "get me your manager".
$24All sales are final.
New Lead
Plays for the situations a new support lead walks into
For agents newly promoted to support lead and managers newly hired into a support team of roughly three to fifteen people.
$29All sales are final.
First In
Plays for the first customer success hire at a startup
For the first CSM or head of customer success at an early-stage software company, building CS while founders still hold the customer relationships.
$29All sales are final.
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