frumu-ai/support-customer-research

Support Customer Research

Conduct multi-source research to answer customer questions, investigate account contexts, and build comprehensive understanding of customer situations. Prioritize authoritative sources, synthesize across inputs, and clearly communicate confidence levels.

Research Methodology

1. Understand the Question: Is it factual, contextual, or exploratory? Who is the audience?
2. Plan Search Strategy: Map question to source types (Docs, CRM, Slack, Web).
3. Execute Searches: Search sources in priority order. Cross-reference findings.
4. Synthesize: Combine findings, check for contradictions.
5. Present: Cite sources and note confidence level.

Source Prioritization

| Tier | Sources | Confidence | | ------------------------ | ---------------------------------------------------------- | --------------- | | 1. Official Internal | Product docs, Knowledge base, Policies, Roadmap | High | | 2. Org Context | CRM records, Support tickets, Internal docs, Meeting notes | Medium-High | | 3. Team Comms | Chat history, Email threads, Calendar notes | Medium | | 4. External | Web search, Forums, 3rd-party docs, News | Low-Medium | | 5. Inferred | Similar situations, Analogous customers, Best practices | Low |

Answer Synthesis

Always assign and communicate a confidence level:

• High Confidence: Confirmed by official docs or multiple sources. Current info.
• Medium Confidence: Based on team chat, older tickets, or single unverified source.
• Low Confidence: Inferred, based on external info, or conflicting data.

Output Format

## Answer Summary

[Direct answer to the question]

## Details & Evidence

- [Key point 1] (Source: [Link/Ref])
- [Key point 2] (Source: [Link/Ref])

## Context/Background

[Additional relevant information found]

## Confidence: [High/Medium/Low]

[Explanation of confidence level and any caveats]