Previous post

Customer Support Specialist

Use case: Enable customer self-service

As a customer support specialist, your team gets a lot of emails with questions about your return policy. Customer feedback has consistently said your guidelines are unclear. You open a Google Doc that states the return, refund, and store credit policies. You prompt Gemini in Docs by selecting Help me write. You type:

✏️ Summarize this content to write a clear and concise product return policy and outline 5 steps for customers to take in sequential order. (Gemini Docs)

You like how simple the steps are. You repeat the process for your refund policy and store credit policy. Now, you want to use the newly simplified content to create a blog post for customers. This blog post will outline your return, refund, and store credit policies. Using your Google Doc with the newly written guidance, you prompt Gemini in Google Docs. You type:

✏️ Take this content and turn it into a short blog with the title “Resolve Common Issues Without Agent Assistance.” Have separate sections for our return policy, our refund policy, and our store credit policy. (Gemini in Docs)

Now you want to create an email template that the team can use when they receive customer questions around these three areas. You open a new Google Doc and prompt Gemini in Docs. You type:

✏️ Draft an email template to a customer that highlights self-service resources [blog link] for [support issues]. Thank the customer for their business and assure them of our commitment to meeting their needs. (Gemini in Docs)

Use case: Voice of the customer research

Your new company policy is that you will email every dissatisfied customer to attempt to make things right. You open an email that includes a customer complaint. You prompt Gemini in Gmail by selecting Help me write. You type:

✏️ Request a follow-up conversation on [date] at [time] with this customer who provided negative feedback to understand their concern and offer resolutions. Include example solutions. (Gemini in Gmail)

The drafted response is a nice start, but the language is a little too direct in response to a complaint. You iterate by prompting Gemini in Gmail using Refine > Elaborate. Next, you want to create a short survey that you can send after each follow-up call you have with a customer to gauge how helpful the call was in addressing their needs. You open a new Google Doc and prompt Gemini in Docs. You type:

✏️ Create five different questions to customers who have just spoken to an agent on the phone. Questions should gauge how effective the call was, if the customer’s concern was addressed, and if they would recommend our business to others. (Gemini in Docs)