Use when the support team needs a report card, not a feeling: score real threads, track CSAT and average handle time from the records, and draft the one fix per rep.
Instructions your experts follow when using this skill.
Use this when the team needs a report card, not a feeling. Score real threads against a rubric, read CSAT and handle time from the records, and draft the one fix per rep.
The thread sample with dates and reps, the CSAT and average handle time (AHT) records with source and period, the QA rubric or talk track in play, and the last review's fixes.
Score on weighted dimensions the team agreed: acknowledgement speed, accuracy against docs and policy, resolution or a clear next step with a date and owner, tone and positive language, and logging. Calibrate before scoring — two reviewers score the same three threads and settle the differences — or the numbers are opinion. A rubric you cannot find gets the five dimensions above, marked INFERENCE, with a request for the official one.
A fixed sample per rep per week — newest, oldest, one escalated, one refund-adjacent — never cherry-picked wins. Score each thread with the quoted line behind every mark. A thread you cannot read is not scored.
CSAT with its response rate and sample size — a 4.6 on nine responses is not a trend; AHT beside first-contact resolution, never alone, because faster is not better if the customer writes back; reopen rate as the check on "resolved". Trend against last period with the source and period on every number. Never fill a number from memory.
One quoted miss, the better line, why it is better, and a re-check date. Praise one quoted win in the same note. The team-wide pattern — the miss three reps share — becomes a macro, a knowledge-base fix, or a talk-track change, staged for the owner.
The scored sample with quotes, the metric read with trends and sources, and the per-rep coaching drafts. Coaching notes go to the owner as drafts — never delivered to a rep or published as a score by you.
Thin records mean fewer scored threads, not padded scores. Say which record would settle each UNKNOWN.
Phrases that help your experts find this skill.
When the user wants to create or update their product marketing context document. Also use when the user mentions 'product context,' 'marketing context,' 'set up context,' 'positioning,' 'who is my target audience,' 'describe my product,' 'ICP,' 'ideal customer profile,' or wants to avoid repeating foundational information across marketing tasks. Use this at the start of any new project before using other marketing skills — it creates `.agents/product-marketing.md` that all other skills reference for product, audience, and positioning context.
When the user wants to research, profile, or analyze competitors from their URLs. Also use when the user mentions 'competitor profile,' 'competitor research,' 'competitor analysis,' 'profile this competitor,' 'analyze competitor,' 'competitive intelligence,' 'competitor deep dive,' 'who are my competitors,' 'competitor landscape,' 'competitor dossier,' 'competitive audit,' or 'research these competitors.' Input is a list of competitor URLs. Output is structured competitor profile markdown files. For creating comparison/alternative pages from profiles, see competitors. For sales-specific battle cards, see sales-enablement.
When the user wants to conduct, analyze, or synthesize customer research. Use when the user mentions "customer research," "ICP research," "talk to customers," "analyze transcripts," "customer interviews," "survey analysis," "support ticket analysis," "voice of customer," "VOC," "build personas," "customer personas," "jobs to be done," "JTBD," "what do customers say," "what are customers struggling with," "Reddit mining," "G2 reviews," "review mining," "digital watering holes," "community research," "forum research," "competitor reviews," "customer sentiment," "PMF survey," "product/market fit survey," "customer interview questions," "interview outreach," "Sales Safari," or "find out why customers churn/convert/buy." Use for analyzing existing research assets, mining online sources, AND running primary research (interviews and surveys). For writing copy informed by research, see copywriting. For acting on research to improve pages, see cro.