Store operations · Level Advanced · E-commerce Support Scripts
Support scripts: solve before explaining
Slow, templated replies that make users angrier.
Prompt
Four numbers: traffic, conversion, basket, repeat. Fix whichever fell hardest, one at a time.
Task: Slow, templated replies that make users angrier.
[Before you start, do three things]
1. Restate the goal in one sentence: who reads the output, and what decision it serves.
2. If I have not given you the following, ask me. Do not assume:
- top questions
- what support can do directly
- what cannot be promised
- escalation triggers
3. Say how you plan to do it (at most 5 steps) and wait for my go-ahead.
[Go through each of these]
- first line: answer or action, not three apologies
- each script says what can be done
- mark what must escalate
- plain language, no internal jargon
[Process]
1. Locate the failing stage with data
2. Change one variable affecting it
3. Set the test period and criterion
4. Check the margin impact
5. Say which categories this does not apply to
[Output]
Diagnosis, one change, criterion, margin impact.
[Do not]
- Never change price and image together
- 'Improve experience' is not an action
- Never ignore return rate
- Platform rules are not suggestionsWhat to state before it starts
Leave these unsaid and the model fills them with an assumption. Most 'wrong answers' start here.
- top questions
- what support can do directly
- what cannot be promised
- escalation triggers
Go through each of these
Where this kind of work most often goes wrong. Already in the prompt, so you do not have to remember it.
- first line: answer or action, not three apologies
- each script says what can be done
- mark what must escalate
- plain language, no internal jargon