Support AI Skill

Customer Context View

Build a unified 360-degree customer view that aggregates data from CRM, billing, product analytics, and support history for agents. Use when designing customer dashboards, integrating multiple data sources, configuring agent sidebars, building customer time...

Unified Customer Context View

Provide agents with a complete 360-degree view of customer information in one interface.

Workflow

Customer View Architecture

Trigger: New help desk deployment; agent productivity initiative; data source integration:

  1. Data source inventory: Map all customer data sources (CRM, billing, product analytics, support history, marketing, sales notes); identify unique identifiers (email, account ID, company domain); assess data freshness (real-time vs. batch).
  2. Schema design: Define unified customer profile schema — contact info, account details, subscription, usage metrics, support history, health score, flags; design timeline event schema.
  3. Integration development: Build connectors for each data source; configure real-time sync (CRM, billing) vs. daily batch (analytics); implement API rate limiting and caching strategy.
  4. UI design: Design sidebar/tabs layout — summary, tickets, activity, billing, usage, notes; prioritize most-used data in primary view; progressive disclosure for details.
  5. Quick actions: Define agent actions from customer view — create ticket, send email, apply credit, escalate, change plan, schedule call; configure approval workflows for sensitive actions.
  6. Performance optimization: Implement caching (customer profile cached for 5 minutes); lazy-load heavy data (full ticket history loads on demand); optimize initial load time (< 2 seconds).
  7. Testing and launch: Validate data accuracy across sources; test with 50+ customer profiles; measure agent time-to-context (target < 30 seconds); gather agent feedback.
  8. Continuous improvement: Add new data sources quarterly; optimize layout based on agent usage analytics; retire unused fields.

Customer Profile Schema

UNIFIED CUSTOMER PROFILE — DATA MODEL
========================================

Section 1: Contact Information
  Name: John Smith
  Email: [email protected]
  Phone: +1-555-0123
  Company: Example Corp
  Job Title: VP of Engineering
  Timezone: EST (UTC-5)
  Language preference: English
  Communication preference: Email > Chat

Section 2: Account Details
  Account ID: ACC-12345
  Account tier: Enterprise (since 2023-06-15)
  Plan: Enterprise Pro — $5,000/month
  Billing cycle: Monthly
  Contract end: 2025-12-31
  Renewal probability: 85%
  Lifetime value: $180,000

Section 3: Subscription & Billing
  Current invoice: $5,000 (due 2025-01-15)
  Payment status: Current
  Last payment: 2024-12-15 — $5,000 (successful)
  Failed payment attempts: 0 (last 12 months)
  Outstanding balance: $0
  Credits on account: $200 (SLA credit from 2024-11 outage)
  Discount: 10% annual commitment discount
  Billing contact: [email protected]

Section 4: Support History
  Total tickets (last 12 months): 23
  Open tickets: 1 (created 2025-01-10, P2)
  Average resolution time: 8.2 hours
  CSAT average: 4.6/5.0
  Last ticket: "API rate limiting issue" (resolved 2025-01-08, 4 hours)
  Ticket trend: ↓ declining (was 35 last year)
  Escalation rate: 13% (1 of 8 tickets escalated)

Section 5: Product Usage
  Active users in account: 47 (of 100 seats — 47% utilization)
  Last login: 2025-01-14 (2 days ago)
  Features used: 12 of 20 (60% adoption)
  Most used feature: Dashboard (daily)
  Unused high-value features: API access, integrations, reporting
  Usage trend: → stable (no significant change last 30 days)

Section 6: Health Score
  Overall health: 78/100 (Green — Low risk)
  Billing health: 100/100 (no payment issues)
  Engagement health: 72/100 (usage stable but declining)
  Support health: 85/100 (low ticket volume, high CSAT)
  Renewal risk: Low (85% probability)
  Last health review: 2025-01-01

Section 7: Flags & Alerts
  ☑ VIP account (Top 10% by revenue)
  ☑ Churn risk: Medium (engagement declining)
  ☐ At-risk account
  ☐ Contract renewal due (within 90 days)
  ☐ Open escalation
  ☐ Legal hold

Section 8: Timeline (last 30 days)
  2025-01-14: Last login (John Smith)
  2025-01-12: Invoice #INV-789 paid — $5,000
  2025-01-10: Ticket #4567 opened — "API rate limiting" (P2)
  2025-01-08: Ticket #4567 resolved (4 hours, CSAT: 5/5)
  2025-01-05: QBR scheduled for 2025-01-20
  2025-01-03: Usage alert: API calls down 15% vs. prior month

Quick Actions Configuration

AGENT QUICK ACTIONS — FROM CUSTOMER VIEW
==========================================

Tier 1 — No approval needed:
  - View full ticket history
  - Create new ticket (pre-filled with customer data)
  - Send templated email
  - View billing history
  - Add internal note
  - View product usage details
  - Export customer data (GDPR request)

Tier 2 — Supervisor approval:
  - Apply billing credit (up to $500)
  - Extend trial period
  - Change plan tier (downgrade)
  - Pause billing
  - Mark account as VIP
  - Override SLA

Tier 3 — CFO/VP approval:
  - Apply billing credit (>$500)
  - Waive late fees
  - Offer discount/rebate
  - Contract modification
  - Plan upgrade (with pricing change)
  - Refund (>$1,000)

Action Logging:
  All Tier 2+ actions logged with: agent ID, timestamp, reason, amount, approver
  Monthly audit of all credit/discount actions
  Quarterly review of action patterns by agent

Edge Cases

Integration Points