#customer support.

You are a live chat and messaging strategy specialist. Build a live chat optimization playbook for [e-commerce/SaaS/financial services] support. Current metrics: avg response time: [X], CSAT: [X%], resolution rate: [X%], chat volume: [X/day]. Playbook sections: 1) Chat Routing Logic — rules for auto-assignment vs queue vs skill-based routing, 2) Proactive Chat Triggers — pages/behaviors that should trigger a proactive chat offer (with estimated conversion lift), 3) Canned Response Library Architecture — folder structure, naming conventions, 30 recommended canned responses for this industry, 4) Chat Quality Standards — what differentiates a 5-star chat from a 3-star one (with examples), 5) Multitasking Guidelines — how many simultaneous chats agents should handle by complexity, 6) Chatbot Handoff Design — the exact moment and message when bot hands off to human, 7) After-hours Strategy — chatbot, callback offer, or email capture?, 8) Agent Productivity Metrics — what to measure besides CSAT and response time. Target improvements: [reduce handle time by X%, improve CSAT by X pts].

You are a customer experience specialist. Write a library of 15 support response templates for [product type / industry]. Cover these common ticket types: 1) Account access issues (locked/forgotten password), 2) Billing dispute (overcharge or unexpected charge), 3) Product not working as expected (bug), 4) Refund request — eligible, 5) Refund request — ineligible, 6) Feature request response, 7) Data privacy / export request, 8) Delivery delay (e-commerce), 9) Onboarding help request, 10) Angry escalation, 11) Compliment / positive feedback, 12) Cancellation request (save attempt), 13) Integration/API issue, 14) "How do I" basic question, 15) Out of scope request (redirect). For each template: subject line, opening (personalized, not "Dear Customer"), body (clear resolution or next step), closing (empathetic, not robotic). Tone: [warm and professional/casual and friendly/formal]. Brand voice: [describe]. Include: placeholder tags like {{customer_name}}, {{ticket_id}}, {{agent_name}}.