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Skillscustomer-pulse

customer-pulse

Office & productivity

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Updated 10-15 19:47

About this skill

Customer Pulse

Customers have already told you what's wrong, but it got lost in disputes, emails and reviews on five platforms, and there's never time to reread it all. The skill collects scattered signals into three to five themes with real quotes and a short 'do this this week' list so you react to a problem before a customer leaves silently.

Quick start

Ask: "What are customers saying this month?"

Claude will pull payment disputes, requests, email correspondence and support dialogs from the last 30 days, group them into 3–5 themes with verbatim quotes and produce a list of 'do these 3 things this week'.

To add reviews from Yandex Maps, 2GIS, Avito, VK or Otzovik — paste them after launch or say 'I have reviews to add'.

Workflow

  1. Set the period. Default: last 30 days. If the owner specified a range — use it.

  2. Pull payment disputes. Get disputes/chargebacks for the period from ~~платежей (for example YooKassa or Tinkoff Kassa). If the API returns a rate limit error — skip it and add Платежи: лимит запросов — не включено to the 'Sources' section. Do not retry, do not throw an error. The rate limit handling template is in reference/gotchas.md. If ~~платежи are not connected — ask to export transactions/disputes from the bank client to CSV.

  1. Pull requests from CRM. Get open and recently closed requests from ~~crm (for example Bitrix24 or amoCRM). If there are 0 requests — write CRM-обращения: 0 and continue, without warning.

  2. Pull correspondence from email. Find in ~~почте (for example Yandex 360) emails for the period with the words: возврат отмена недоволен проблема брак претензия задержка опоздал долго не работает не пришло сломалось. Take the email subjects and 1–2 sentences from each.

  3. Pull support conversations. Get open and recently closed conversations from the support channel (~~мессенджер, such as Telegram, or a built-in chat). Take only customer messages — exclude operator and bot replies.

  4. Accept pasted reviews (optional). If the owner pastes review text from Yandex Maps, 2GIS, Avito, VK, Otzovik — include them in the common pool with the tag [Отзыв]. No connector is needed.

  5. Identify themes. Group all data into 3–5 recurring themes. Each theme includes:

    • A one-sentence title (for example, "Delivery delays — repeated complaints")
    • 2–3 verbatim quotes with a source tag: [Платежи], [CRM], [Почта], [Поддержка] or [Отзыв]
    • Signal count (how many requests relate to this theme)

    Verbatim quotes are mandatory: never paraphrase in your own words. The antipattern is in reference/gotchas.md.

  6. Make a list of "do these 3 things". Sort the themes by number of signals. Take the top 3 and write one concrete step the owner can handle for each theme. Format — a numbered checklist.

  7. Produce the report. Output structure in this order:

    • Title — H2 with "Customer Pulse" and the date range.
    • Sources — a list with the number of signals per source (payment disputes, CRM requests, emails, support conversations, pasted reviews). Flag any source that was skipped due to a request limit.
    • Themes — for each theme, a bold numbered title with the number of signals, then two verbatim quotes as block quotes, each with a source tag.
    • Do these 3 things this week — a numbered list of three concrete steps the owner can handle, each tied to a top theme.

    A full worked example is in reference/examples/example-report.md.

Approval gates

This skill read-only — it does not post, send, reply, or modify records. No confirmation is required.

Reference materials