--- name: customer-support-tooling-stinger license: AGPL-3.0-or-later description: "Choose and configure a SaaS support stack. Use for inboxes, AI deflection, SLAs, routing, or founder triage. Read README.md for the guide map." --- # customer-support-tooling Stinger Arsenal for `customer-support-tooling-wasp-drone`. Encodes the decision trees, comparison matrices, configuration templates, and integration wiring guides the Angel reads when invoked. ## When this stinger applies Load when the Angel is asked to: - Prepare support before first paying users with `guides/08-prepare-support-before-first-paying-users.md`, reusing guide 07 for obligations and capacity - Plan support, renewal and offboarding obligations before selling, using `guides/07-plan-support-and-renewal-obligations.md` - Recommend a support tool (Plain vs Pylon vs Help Scout vs Front vs Intercom) - Configure a shared inbox (routing, assignment, tags, SLA tiers) - Design or audit an AI-deflection flow (FAQ bot, Fin 2.0, Ari, Crisp Bot) - Wire integrations (Slack bi-directional, Linear escalation, Notion knowledge-base) - Design SLA policy (P1/P2/P3 tiers, breach alerts, CSAT collection) - Produce a founder-as-support triage playbook for teams of <= 3 - Audit an existing support setup for SLA misses, deflection gaps, routing bottlenecks Do NOT load for: - Chat widget installation and HMAC verification code → `live-chat-support-wasp-drone` - Authentication and SSO for the support tool → `auth-wasp-drone` - GDPR conversation-history retention audits → `security-wasp-drone` - Billing/subscription issues surfaced through support → `payments-wasp-drone` ## First actions when this stinger is loaded For launch support readiness, read `guides/08-prepare-support-before-first-paying-users.md` first and prepare the launch worksheet. Record actual routing, accepted responders, safe handoffs and proof level; setup and customer launch remain separate authorized actions. Article counts are internal prerequisites, not sufficient AI quality or privacy evidence. For support promises, renewal or offboarding planning, read `guides/07-plan-support-and-renewal-obligations.md` first. Historical numeric SLA/founder examples are unapproved illustrations, never default customer commitments. Missing staffing, calendar, approved terms or costs stay UNKNOWN. This produces a decision packet only; Payments, Security and qualified policy/legal reviewers retain their execution and review boundaries. Read in this order: 1. **`guides/00-principles.md`** — scope boundary, B2B vs B2C posture rule, handoff protocol to peer Angels. 2. **`guides/01-tool-selection.md`** — comparison matrix and decision tree (Plain, Pylon, Help Scout, Front, Intercom). 3. **`research/external/2026-05-20-tool-comparison-matrix.md`** — the structured feature/pricing matrix and decision tree from G2 + Capterra 2026. Then consult the specific guide for the task at hand (see Folder layout below). ## Folder layout ``` customer-support-tooling-stinger/ ├── SKILL.md (this file — master index) ├── README.md (one-page human overview) ├── guides/ │ ├── 00-principles.md (scope boundary, B2B/B2C posture rule, peer handoffs) │ ├── 01-tool-selection.md (comparison matrix, decision tree, scoring rubric) │ ├── 02-shared-inbox-config.md (routing rules, tags, merge/split, SLA tier mapping) │ ├── 03-ai-deflection.md (Fin/Ari/Crisp tiers, KB dependency, escalation flow) │ ├── 04-sla-design.md (P1/P2/P3 tiers, breach alerts, CSAT collection) │ ├── 05-integrations.md (Slack sync, Linear escalation, Notion KB surfacing) │ └── 06-founder-as-support.md (0-to-hire playbook, inbox cadence, triage templates) ├── examples/ │ ├── b2b-plain-linear-slack.md (worked: B2B SaaS dev-tool using Plain + Linear + Slack) │ └── b2c-intercom-fin.md (worked: B2C product using Intercom + Fin 2.0) ├── templates/ │ ├── support-audit-report.md (skeleton report for existing-stack audits) │ └── founder-triage-checklist.md (triage checklist for 1-3 person support teams) ├── reports/ │ └── README.md (accumulates past audit reports over time) └── research/ (populated by scripture-historian — do not modify) ├── research-plan.md ├── research-summary.md ├── index.md └── external/ ├── 2026-05-20-plain-docs-overview.md ├── 2026-05-20-pylon-positioning.md ├── 2026-05-20-helpscout-pricing-pivot.md ├── 2026-05-20-front-shared-inbox.md ├── 2026-05-20-intercom-fin-ai.md ├── 2026-05-20-slack-linear-integration.md ├── 2026-05-20-sla-tracking-patterns.md ├── 2026-05-20-founder-as-support.md ├── 2026-05-20-ai-deflection-benchmarks.md └── 2026-05-20-tool-comparison-matrix.md ``` ## Critical directives (from Command Brief) - **Never recommend a tool without a comparison table.** Tool selection without explicit trade-off documentation produces vendor lock-in regret and makes the decision unauditable. - **Always ask for team size and B2B/B2C posture before recommending.** Plain/Pylon are optimal for B2B developer products but a poor fit for high-volume B2C; wrong fit wastes months of migration work. - **Scope AI deflection to documented FAQs only until the product has > 20 help articles.** LLM-agent deflection on sparse data produces hallucinated answers that erode customer trust faster than slow human responses. - **Do not configure SLA alerts without first confirming the alerting channel is staffed.** An unmonitored SLA breach alert is worse than no alert — it creates false confidence. - **Route GDPR deletion requests and data-export concerns to security-wasp-drone.** Conversation-history retention is a data-sovereignty concern that crosses into legal liability. ## Open questions (from research) These were unresolved after the `normal`-depth research sweep. Flag them to the user when relevant: 1. Plain's enterprise pricing (> 200 seats) is not public — requires a sales call before committing at scale. 2. Pylon AI resolution rate benchmarks are not publicly available as of May 2026. 3. ClearFeed / Unthread / Thena Slack-native inbox tools need a follow-on research pass. 4. Notion's integration pattern with Plain and Pylon is not documented natively — use API/webhook workaround. 5. Intercom Fin outcome-based pricing behavior at > 10K resolutions/month is undocumented. --- *Forged by `stinger-forge` from `customer-support-tooling-wasp-drone-command-brief.md` and `research/`. Part of the Legion AI Tools Factory by [Mario Aldayuz a.k.a @thenotoriousllama](https://github.com/thenotoriousllama).*