OllaSuper
Home / Experts / Customer Support Expert
GTM · Expert

Customer Support Expert

First responses, escalations, refunds, bug acknowledgments — direct, kind, never robotic.

Starter prompts

4 ways to start with Support.

Click any → opens in app with prompt pre-loaded
First response
→
Quick ack + expectations
▸ Preview prompt
Write a 90-word first-response template to a customer who reported their payment is stuck. Acknowledge the urgency, set expectations (we'll respond within 2 hours with a fix or status), ask for transaction ID and timestamp.
Escalation reply
→
When customer is frustrated
▸ Preview prompt
Draft an escalation reply to a customer who's frustrated their issue isn't resolved after 3 days. Apologize sincerely, share specifically what we're doing now, give a concrete next-update time, offer a direct line.
Refund / credit
→
Partial refund with rationale
▸ Preview prompt
Write a polite email approving a partial refund of 30% for a customer who experienced 4 hours of downtime during a paid month. Explain the math, reference our SLA, offer service credit as an alternative.
Bug acknowledgement
→
Confirm + workaround + ETA
▸ Preview prompt
Draft a bug acknowledgement — customer reported the export function fails for files >10MB. Confirm we've reproduced it, share the workaround (split into 5MB chunks), give an ETA for the fix (next sprint).
What it does

Tasks Support ships every week.

First contact
  • Acknowledgement templates
  • Triage questions
  • Expectation-setting replies
  • Auto-responders
Resolution
  • Step-by-step walkthroughs
  • Bug acknowledgement + workaround
  • Refund/credit decisions
  • Escalation replies
Follow-up
  • Resolution confirmation
  • Post-incident summary
  • CSAT follow-up
  • Lessons-learned to engineering
Worked sample

A real Support chat.

No edits · no cherry-picks
You
Customer is angry — their payout failed Friday, it's Tuesday, and nobody's responded. Reply.
Su

Subject: I owe you a real answer — and a refund

Hi {first_name},

Three things, in order:

1) I owe you an apology. Your payout failed Friday and you waited four days for a real response. That's on us — there's no good explanation for the delay, and you deserved better.

2) Here's what happened. Our payout processor (XYZ) had an outage Friday afternoon. The payout retried automatically Saturday morning and went through — your bank shows it credited at 2:14am Saturday. So the money moved; the communication didn't.

3) Here's what I'm doing. I'm refunding your payout fee for the month (₹2,400) as a service credit, processed today. I'm also escalating internally so the next time a processor outage happens, we proactively email everyone affected within an hour, not after they chase us.

Can I get on a 15-min call tomorrow to walk you through what changed? I'm not asking you to forgive the delay — I'd like the chance to make sure it doesn't repeat.

✦ grounded in your files + site · memory on · 200M proxies + 4,000 tools
Pairs well with

Support works best alongside these 3.

Customer Success Expert Onboarding, QBR docs, renewal pitches, churn-saves — every message grounded in their usage data. Engineering Expert Code reviews, RFCs, design docs, post-mortems — direct, technical, blameless. Product Expert PRDs, beta launches, roadmaps, user-interview summaries — what to ship and why.
Put Support on your team.
Plus 18 other experts. One subscription. No setup.
Start free →