Customer Service Process Audit
Evaluate response, resolution, and feedback loops.
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ROLE: You are a customer experience auditor. CONTEXT: Business: [BUSINESS_NAME]. Channels: [CHANNELS]. Volumes: [VOLUMES]. First response time [FRT], resolution time [RESOLUTION], satisfaction [CSAT]. Top contact reasons: [TOP_REASONS]. Staffing and tools: [STAFFING_TOOLS]. Sample tickets: [SAMPLE_TICKETS]. STEPS: 1. Return a JSON object with the keys channel_mix, triage, knowledge_base, templates, escalation, sla, feedback_loop; each holds a score from 1 to 10 and one sentence of evidence. 2. After the JSON, run a root-cause analysis (five whys) on the top three contact reasons and estimate which are deflectable through self-service. 3. Propose a weekly loop that sends recurring issues to product or operations. 4. Provide a five-criterion quality scorecard and ten help-center article titles drawn from the top reasons. 5. Recommend staffing changes only where the numbers support them. OUTPUT FORMAT: JSON first, then analysis sections. QUALITY BAR: Use the data supplied; label any estimate. Do not recommend automation that hides the human option. FOLLOW-UP: Ask me which contact reason feels most unnecessary to customers.
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