--- name: vip-executive-support description: Provide white-glove support experience for high-value customers including enterprise accounts, C-level contacts, strategic partnerships, and board members with priority routing, dedicated agents, strict SLAs, and executive escalation workflows. Use when handling VIP customer support, managing enterprise account support, routing executive contacts, or providing premium support experiences. Triggers on phrases like "VIP support", "executive support", "white-glove support", "enterprise support", "priority support", "high-value customer", "C-level support", "strategic account". --- # VIP & Executive Support Management Deliver a premium, white-glove support experience for high-value customers including enterprise accounts, C-level contacts, strategic partnerships, and executive stakeholders. ## Workflow ### 1. VIP Identification and Classification 1. **VIP customer identification criteria**: ``` VIP CLASSIFICATION TIER SYSTEM ============================== TIER 1 — EXECUTIVE / STRATEGIC (Highest Priority): Criteria: • Annual contract value > $500K • C-level contact (CEO, CTO, VP) • Board members or investors • Strategic partnerships • Named accounts in executive review Support entitlements: • 15-minute first response SLA (24/7) • Dedicated senior agent pool (top 5 agents) • Direct phone/SMS to support VP • Named executive sponsor • Quarterly executive review • Proactive outreach monthly TIER 2 — ENTERPRISE (High Priority): Criteria: • Annual contract value $100K-$500K • Named enterprise account • Multiple departments using product • High growth trajectory Support entitlements: • 30-minute first response SLA (business hours) • Senior agent assignment (L2+) • Direct Slack access to team lead • Named CSM support • Proactive outreach quarterly TIER 3 — PREMIUM (Elevated Priority): Criteria: • Annual contract value $50K-$100K • Premium plan tier • Growing mid-market account • Referral partner Support entitlements: • 1-hour first response SLA (business hours) • Experienced agent assignment (L1+ with 6+ months tenure) • Priority queue placement • Dedicated email channel ``` 2. **VIP flagging and notification system**: - Auto-flag: Any ticket from VIP customer automatically flagged with tier badge - Visual indicator: Gold/Platinum/Bronze badge on ticket and agent interface - Instant notification: Slack alert to VIP support pool when ticket arrives - Agent context: VIP account details, history, preferences loaded automatically ### 2. VIP Support Execution 1. **VIP ticket handling workflow**: - Immediate assignment to senior agent (within 5 minutes) - Personalized greeting: Use customer name, reference account history - Proactive solution approach: Anticipate needs, offer multiple options - Direct contact: Provide agent's direct contact for follow-up - Follow-up: Check back within 24 hours even if resolved - Escalation: Direct line to support manager (skip normal queue) 2. **Communication standards**: - Always address by name (never "Dear Customer") - Reference account specifics ("I see your team uses [feature] extensively") - Offer proactive solutions ("While we're here, I noticed you might also benefit from...") - Use executive-appropriate language (concise, action-oriented for C-levels) - Never transfer VIP without warm handoff (introduce new agent by name) ### 3. VIP Relationship Management 1. **Executive sponsor program**: - Each Tier 1 account assigned a VP-level executive sponsor - Quarterly strategic review: Business impact, product feedback, roadmap alignment - Ad-hoc access: VIP can contact sponsor directly for critical issues - Account health monitoring: Sponsor receives monthly health score report 2. **Proactive outreach cadence**: - Monthly: Check-in email from CSM - Quarterly: Strategic review meeting - Annually: Executive business review with VP - As-needed: Proactive support outreach based on usage/signal data ## Templates & Frameworks ### VIP Support Dashboard ``` VIP SUPPORT DASHBOARD — January 2026 ====================================== VIP ACCOUNT OVERVIEW: Tier 1 (Executive/Strategic): 23 accounts Tier 2 (Enterprise): 67 accounts Tier 3 (Premium): 145 accounts Total VIP accounts: 235 (12% of customer base, 68% of MRR) VIP MRR: $4.2M (68% of total $6.2M MRR) VIP ARR: $50.4M VIP TICKET METRICS (This Month): VIP tickets: 312 (18% of total tickets — disproportionate to 12% of customers) First response time: Tier 1: 8.3 min avg (SLA: 15 min) ✓ Tier 2: 19.7 min avg (SLA: 30 min) ✓ Tier 3: 42.1 min avg (SLA: 60 min) ✓ Resolution time: Tier 1: 2.1 hrs avg Tier 2: 3.8 hrs avg Tier 3: 5.2 hrs avg CSAT: Tier 1: 4.9/5.0 ✓ Tier 2: 4.7/5.0 ✓ Tier 3: 4.5/5.0 ✓ (vs overall CSAT: 4.3/5.0) Escalation rate: Tier 1: 8.5% (vs team avg: 11.2%) ✓ Tier 2: 10.2% (vs team avg: 11.2%) ✓ Tier 3: 11.8% (vs team avg: 11.2%) ⚠ ACTIVE VIP TICKETS: Tier | Customer | Issue | Agent | Time Open | SLA Remaining -----|------------------|--------------------------------|------------|-----------|-------------- T1 | Globex Corp | API outage affecting production | Sarah M. | 12 min | 3 min ⚠ T1 | Wayne Ent | Data migration issue | Tom R. | 34 min | 26 min ✓ T2 | ACME Inc | SSO configuration | Lisa K. | 1 hr | 2 hrs ✓ T2 | Initech | Billing discrepancy | Alex P. | 45 min | 2 hrs 15 min ✓ T3 | Upton Inc | Feature access question | Maria L. | 1.5 hrs | 30 min ✓ VIP AGENT POOL STATUS: Tier 1 agent pool: 5 agents (Sarah M., Tom R., Lisa K., Alex P., Maria L.) Tier 2 agent pool: 12 agents (L2+ staff) Currently available: 8 agents On PTO: 1 agent (David K. — Jan 15-17) Agent VIP workload: Sarah M.: 18 VIP tickets this month (34% of her load) Tom R.: 15 VIP tickets this month (28% of his load) Lisa K.: 14 VIP tickets this month (26% of her load) Alex P.: 12 VIP tickets this month (22% of his load) Maria L.: 11 VIP tickets this month (21% of her load) WORKLOAD NOTE: Sarah M. handling 34% VIP load — monitor for burnout risk EXECUTIVE SPONSOR COVERAGE: Tier 1 accounts: 23 Assigned executive sponsors: 6 VPs/Directors Accounts per sponsor: 3-4 (target: <5) ✓ Sponsor activity: Quarterly reviews completed this quarter: 18 of 23 (78%) Ad-hoc VIP contacts handled: 7 Account health check-ins completed: 23 of 23 (100%) VIP RETENTION METRICS: VIP retention rate: 97.8% (vs overall: 94.2%) ✓ VIP expansion rate: 23% (upgrades/add-ons in last 12 months) VIP NPS: 72 (vs overall: 58) ✓ AT-RISK VIP ACCOUNTS: Tier | Customer | Health Score | Risk Factor | Intervention -----|---------------|--------------|--------------------------|------------ T1 | Stark Ind | 62/100 | Usage declining 25% | Executive outreach scheduled Jan 18 T2 | Cyberdyne | 58/100 | 3 open tickets unresolved| Priority resolution + CSM call T2 | Oscorp | 55/100 | Competitor mention | Competitive retention playbook activated ``` ### VIP Support Protocol ``` VIP SUPPORT PROTOCOL CHECKLIST =============================== ON TICKET RECEIPT: ✓ Auto-detect VIP tier (gold/platinum/bronze badge) ✓ Assign to appropriate agent pool within 5 minutes ✓ Load full account context (history, preferences, health score) ✓ Send Slack notification to VIP pool + team lead ✓ Pause SLA timer if customer is outside business hours (Tier 2+ only) AGENT RESPONSE STANDARDS: ✓ Use customer name in greeting ✓ Reference account context ("I see you're using Enterprise features") ✓ Acknowledge importance of their issue ✓ Provide estimated resolution timeline ✓ Offer direct contact method for follow-up ✓ Never say "I don't know" — say "Let me find out and get back to you within X" ESCALATION PROTOCOL: Tier 1: Direct to Support VP (phone call within 15 min) Tier 2: Direct to Support Manager (phone call within 30 min) Tier 3: Direct to Team Lead (phone call within 1 hour) Executive escalation criteria: • Issue affecting revenue-generating workflow • Customer requests executive contact • Issue unresolved after 2 hours • Customer sentiment extremely negative FOLLOW-UP REQUIREMENTS: ✓ All VIP tickets: 24-hour follow-up check ✓ Tier 1: Personal call from agent within 24 hours of resolution ✓ Tier 1+2: Resolution summary email within 2 hours ✓ Log all VIP interactions for account health tracking ✓ Update CRM with support interaction summary PROHIBITED ACTIONS: ✗ Never transfer VIP ticket without warm handoff ✗ Never use generic/templated responses ✗ Never make VIP wait >15 minutes for acknowledgment (Tier 1) ✗ Never close ticket without customer confirmation ✗ Never promise things outside your authority (escalate instead) ``` ## Integration Points - **Help desk** (Zendesk, Intercom, Freshdesk): VIP flagging, priority queuing, SLA management - **CRM** (Salesforce, HubSpot): Account tier data, contract value, executive contacts, CSM assignment - **Communication** (Slack, Teams, phone): VIP alerts, direct contact routing, escalation notifications - **Customer success** (Gainsight, Totango): Health scores, QBR scheduling, account plans - **Billing** (Stripe, Chargebee): Revenue data, contract details, renewal dates - **Analytics** (Mixpanel, Amplitude): Usage data, adoption metrics for VIP accounts ## Edge Cases - **Anonymous VIP contact**: C-level executive contacts support with personal email (not company domain): - Detection: Name recognition from CRM database - Verification: "I see you're associated with [Company] — can I pull up your account?" - If verified: Full VIP treatment applies - If uncertain: Elevated service without full VIP assumptions - Privacy: Never confirm or deny executive status to third parties - **VIP demanding immediate action outside policy**: Executive demands refund that violates company policy: - Acknowledge: "I understand this is important to you" - Escalate: "Let me bring in our [Manager/VP] who has authority to review exceptions" - Never say "no" directly — say "let me explore options for you" - Executive sponsor involvement: Account sponsor reviews and decides - Documentation: Full audit trail of exception decision - **VIP customer becomes toxic**: Executive customer is abusive, threatening, or harassing agents: - Agent protection: Agent can flag "abusive customer" for manager review - Manager intervention: Support manager contacts customer directly - Executive escalation: CEO/VP contacts executive sponsor at customer company - Documentation: All interactions logged for HR/legal review - Termination option: If behavior continues, account termination process initiated - **Multiple VIPs on same account conflict**: Two executives from same company disagree on account changes: - Neutrality: Agent doesn't take sides, follows authorized contact - Verification: Confirm who is authorized to make account changes - Escalation: CSM or executive sponsor mediates internal customer conflict - Communication: "I want to make sure I'm following the correct authorization" - Documentation: Log authorization confusion for account context - **VIP support agent assigned to non-VIP ticket**: Top agent handling regular ticket when VIP ticket arrives: - Queue priority: VIP ticket interrupts non-VIP (preemptive routing) - Work preservation: Non-VIP ticket auto-saved, resumed when VIP resolved - Agent workload: System balances VIP and non-VIP load (max 40% VIP) - Overflow: If all VIP agents busy, Tier 1 ticket routed to any available senior agent - SLA protection: VIP SLA timer tracks from ticket creation, not assignment ## Output ### VIP Support Monthly Report ``` VIP SUPPORT MONTHLY REPORT — January 2026 ============================================ SERVICE LEVELS: Tier 1 first response: 8.3 min (SLA: 15 min) ✓ 45% under SLA Tier 2 first response: 19.7 min (SLA: 30 min) ✓ 34% under SLA Tier 3 first response: 42.1 min (SLA: 60 min) ✓ 30% under SLA All VIP SLAs met: 99.3% (1 missed SLA — Tier 3, 62 min vs 60 min target) SATISFACTION: Tier 1 CSAT: 4.9/5.0 (↑ 0.1 from December) Tier 2 CSAT: 4.7/5.0 (stable) Tier 3 CSAT: 4.5/5.0 (↑ 0.1 from December) VIP NPS: 72 (↑ 3 from December) VIP retention rate: 97.8% (stable) REVENUE IMPACT: VIP MRR protected: $4.2M VIP expansion from support-sourced opportunities: $187,000 VIP at-risk accounts: 3 (intervention in progress) VIP churn this month: 0 ✓ RECOMMENDATIONS: 1. Reduce Sarah M.'s VIP load (34% — approaching burnout threshold) 2. Complete QBR for 5 remaining Tier 1 accounts (78% complete) 3. Address 3 at-risk VIP accounts (Stark Ind, Cyberdyne, Oscorp) 4. Add 1 more agent to Tier 1 pool (5 agents for 23 accounts is tight) 5. Launch VIP proactive outreach program (monthly check-in emails) ```