Customer Support Prompts — Free AI Prompts for M365 Copilot

Draft a follow-up message to [CUSTOMER] who gave a [SCORE — 1-2 negative / 3 neutral / 4-5 positive] CSAT score after their support interaction about [ISSUE]. For negative: empathise, ask what went wrong, offer to make it right. For positive: thank them, ask for a testimonial. Tone: genuine, not scripted.

Draft a proactive check-in email for [CUSTOMER] who is [DAYS] days into onboarding with [PRODUCT]. Include: (1) Warm personal check-in, (2) Ask how their experience has been, (3) Share a tip they probably have not discovered, (4) Offer a quick call if they need help, (5) Link to helpful resource. Tone: caring, not salesy. Under 100 words.

Draft an escalation update for [CUSTOMER] about [ISSUE] that has been escalated to [TEAM]. Include: (1) Acknowledgement that we understand the urgency, (2) What we are doing (specific actions), (3) Who is working on it (by role, not name), (4) Expected next update time, (5) What they can do in the meantime (workaround). Tone: professional, empathetic, and confident.

Write a knowledge base article for [ISSUE TITLE]. Include: (1) Problem description (what the user sees), (2) Cause (why it happens), (3) Solution (step-by-step fix), (4) Prevention (how to avoid it), (5) Related articles, (6) Keywords for searchability. Write at a level a non-technical user can follow. Include when to contact support if the fix does not work.

Create a quarterly support performance review for [PERIOD]. Analyse: (1) Ticket volume and trends, (2) Average resolution time, (3) CSAT scores by category, (4) First contact resolution rate, (5) Top 10 issue categories, (6) Escalation rate, (7) Team productivity metrics. Highlight: improvements, areas of concern, and recommendations. Present with charts and a narrative summary.

Create handoff notes for the [INCOMING SHIFT — morning / evening / weekend] support team. Include: (1) Active high-priority tickets with status, (2) Pending customer callbacks, (3) Known issues or outages, (4) Escalations in progress, (5) Important context the next shift needs, (6) Staffing notes (who is available for what). Format for a 5-minute standup review.

Create an SLA performance report for [PERIOD]. Include: (1) SLA targets vs actual for each metric, (2) Breach count and root causes, (3) Trend vs previous periods, (4) At-risk SLAs for next period, (5) Improvement actions, (6) Customer satisfaction correlation with SLA performance.

Create [NUMBER — 10 / 15] support response templates for common [PRODUCT/SERVICE] support scenarios. For each template: (1) Scenario description, (2) Response text with [PLACEHOLDERS] for personalisation, (3) Tone guidance, (4) When to use vs not use this template, (5) Follow-up action if needed. Cover: greeting, common issues, billing, feature requests, and closing.

Analyse support tickets from [PERIOD]. Identify: (1) Top 10 issue categories by volume, (2) Trending up vs down vs stable, (3) Average resolution time by category, (4) Tickets that could be prevented with documentation, (5) Tickets that need a product fix, (6) Staffing implications. Recommend 3 actions to reduce ticket volume.

Create response templates for these customer emotional states: (1) Angry and frustrated, (2) Confused and lost, (3) Anxious and worried, (4) Happy but has a question, (5) Disappointed after a promise broken. Each template: acknowledge emotion, match energy appropriately, provide solution, next step. Include tone guidance.