Customer Support

Resolves customer issues consistently and deflects volume through governed knowledge and automation.

4.7/5

CSAT

68%

Deflection

91%

Automation rate

CX Lead

OWNER

01 / IDENTITY

Who this capability is

NAME

Customer Support

CAPABILITY FAMILY

Customer

BUSINESS PURPOSE

Resolves customer issues consistently and deflects volume through governed knowledge and automation.

MATURITY LEVEL

L5 · Self-Optimising

DESCRIPTION

Governed execution with reusable workflows and knowledge

OWNER

CX Lead

02 / KNOWLEDGE

Reusable knowledge assets

Canon

Support principles & tone of voice

Playbooks

12 resolution playbooks

Templates

Response & macro templates

Policies

Refund, escalation & privacy rules

Best Practices

Curated from top resolutions

Lessons Learned

Post-incident retrospectives

Context Packs

Auto-generated per ticket

03 / EXECUTION

Personas & executors

Recommended personas, supported roles, compatible executors and AI models that run this capability in production.

04 / OPERATIONAL

Workflows & governance gates

Workflow templates, decision rules, review rules and approval gates that govern how work runs.

05 / BUSINESS VALUE

Inputs, outputs & KPIs

The metrics and deliverables that prove this capability creates measurable business value.

06 / GOVERNANCE

Risk, evidence & compliance

Required evidence, audit requirements and compliance rules that keep the capability trustworthy.