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155 lines
6.5 KiB
Markdown
155 lines
6.5 KiB
Markdown
# Dealix — Customer Success Playbook
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**For first 10 customers: manual-first delivery. After that, convert manual steps into product.**
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Paired with `FIRST_CUSTOMER_DELIVERY_TEMPLATE.md` (tactical) and `first_customer_delivery_template.md` (intake form).
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---
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## Principles
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1. **Delight beats feature count.** First customer's referral is worth more than 10 features.
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2. **Manual acceleration > broken automation.** If an automation isn't solid, do it by hand.
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3. **Every ticket is product research.** Log objection/question/pain → tomorrow's prompt upgrade.
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4. **One reply thread = one success metric.** Never context-switch mid-thread.
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5. **Arabic default, English on request.** Even with English-only customers, offer bilingual.
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---
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## Support modes (what Dealix actually helps with)
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| Mode | What Dealix does | Customer expectation |
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|------|------------------|---------------------|
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| **Product question** | Answer via FAQ + route complex to Sami within 2h | Answered accurately within hours |
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| **Pricing question** | Route to demo OR quote within 4h | Clear quote same day |
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| **Pilot explanation** | 1 SAR × 7 days, unlimited refund — explain upfront | Full clarity, no surprise |
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| **Privacy objection** | Send PDPL compliance sheet + answer data-residency | Sheet within 1h |
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| **Arabic quality doubt** | Send 3 live sample threads + offer 20-min Zoom demo | Samples within 30min |
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| **Integration limit** | Confirm HubSpot/Salesforce/Zoho/Bitrix/webhook | Same-day answer |
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| **Route to demo** | Calendly → 20 min → Sami personal | Zero friction |
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| **Route to payment** | Manual SOP (bank/STC Pay/invoice) | Invoice within 15 min of verbal yes |
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| **Route to onboarding** | kickoff call within 4 hours of payment | Onboarded Day 1 |
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---
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## First customer onboarding (step-by-step)
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### Day 0 — Sale closed
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- [ ] Payment received (manual or Moyasar)
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- [ ] Confirmation email sent within 30 min
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- [ ] Calendly kickoff call booked for Day 1
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### Day 1 — Kickoff call (45 min)
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Agenda (hard time-boxed):
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- **0-5 min:** Welcome, confirm scope of pilot
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- **5-20 min:** Intake form (see `first_customer_delivery_template.md`)
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- **20-35 min:** Walk through how Dealix will work for their specific business
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- **35-40 min:** Set success metric (e.g., "respond to 20 leads within 45 sec, 5 demos booked")
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- **40-45 min:** Daily check-in schedule + next steps
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### Day 2-6 — Manual delivery
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Sami does this manually for first 10 customers:
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- Every incoming lead → Sami reads → crafts Arabic reply (use Dealix prompt as draft) → sends → logs
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- Daily 10-minute check-in message to customer: "اليوم: رددنا على X leads، حجزنا Y demos"
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- Capture:
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- Which objections appeared?
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- Which messages converted best?
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- Did the customer express delight or frustration?
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### Day 7 — Pilot review
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- [ ] 30-min review call
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- [ ] Share metrics + learnings
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- [ ] Upgrade path: Pilot → Starter (999 SAR/mo)
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- [ ] Ask for testimonial (even if they don't upgrade)
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- [ ] Ask for referral
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### Day 8+ — If they upgrade
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- [ ] Switch to Starter billing
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- [ ] Weekly check-ins for first month
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- [ ] Monthly optimization review
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- [ ] Move to automation as trust builds
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---
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## Success metrics per customer
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Track in `docs/ops/customer_success_tracker.csv` (create on first customer):
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| customer_id | start_date | pilot_end | leads_handled | demos_booked | replies_arabic | avg_response_time | nps_score | churn_risk | upgrade_status |
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---
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## Red flags → escalate to Sami within 1h
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- Customer threatens to churn
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- Customer says "your Arabic is wrong" (go immediately to Zoom call)
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- Customer asks for feature not built (don't lie — offer roadmap ETA or alternative)
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- Customer misses 3 consecutive daily check-ins
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- Customer says "this is not what I expected"
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- Integration breaks or Dealix misses a lead (apologize + manual recovery within 1 hour)
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---
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## Conversion from pilot → Starter
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**Day 5 soft ask:**
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> "أيام قليلة باقية في pilot. بناءً على النتائج حتى الآن، هل تتوقع الاستمرار؟"
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**Day 7 firm ask:**
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> "الـ pilot انتهى اليوم. النتائج كانت [X leads, Y demos, Z response time]. تبغى تكمل Starter (999 ريال/شهر) من الاثنين؟"
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If yes → continue.
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If no → ask: "ما اللي منع الاستمرار؟" → log → make them feel great about saying no (it's valuable data).
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---
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## Escalation path
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1. **Customer ticket / question** → Dealix answers via template or Sami within 4h
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2. **Objection** → Use `reply_playbooks_ar.md` → resolve OR escalate
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3. **Complaint / churn signal** → Sami personal call within 1 business day
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4. **Technical issue / integration failure** → manual recovery + root-cause within 48h
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5. **Legal / compliance question** → Sami + legal consult (if retained) within 3 business days
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---
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## Manual-to-automation playbook
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After 10 paying customers:
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| Manual today | Auto in v2 | Auto in v3 |
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|--------------|------------|------------|
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| Sami crafts every Arabic reply | LLM drafts, human approves | Fully auto for "confirmed" message types |
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| Manual daily check-in message | Templated daily digest | Auto-fire on low-activity day |
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| Manual invoice generation | Moyasar auto-invoice on verbal yes | Zero-touch checkout flow |
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| Sami reads every objection | Classified by AI + logged | Router handles 80%+ auto |
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| Onboarding kickoff call | Same (calls stay human) | Same |
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| Success review call | Same | Same |
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**Principle:** automate low-risk high-volume, keep human on high-context high-stakes.
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---
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## What Dealix will NOT do
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- Do not make customer commitments beyond written scope
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- Do not answer legal or financial advice questions (route to Sami + disclaimer)
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- Do not send anything outside pilot scope without customer request
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- Do not share one customer's data with another customer
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- Do not offer refund beyond written policy
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- Do not modify Dealix product prompts for one customer without written request
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- Do not auto-send without approval during first 30 days per customer
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---
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## Weekly customer success review (Fridays, 17:00)
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- [ ] Review all active customers (dashboard)
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- [ ] Identify top 1 at-risk → proactive outreach before Monday
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- [ ] Identify top 1 delighted → ask for testimonial + referral
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- [ ] Log top 3 recurring objections → update `objection_library_ar.md`
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- [ ] Log top 3 positive threads → capture message templates → update `today_send_queue.md`
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---
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**The sovereign asset isn't code. It's the log of every conversation.** After 10 customers, the Arabic-specific message library + objection responses + timing patterns become the moat.
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