What problem does it solve? Handling online text-based customer service for e-commerce requires balancing empathy, factual accuracy, permission boundaries, and risk escalation. This Skill turns raw customer complaints, chat screenshots, order issues, and public-opinion inquiries into ready-to-send replies and formal deliverable documents without fabricating facts or over-promising. ## Core Features & Use Cases - Customer Case Solutions: Produces a copy-ready first reply (informational or remedial), a handling dashboard, a Mermaid flowchart, follow-up branches, and escalation boundaries for presales, fulfillment, and aftersales disputes. - SOP and Bot Configuration: Designs customer service SOPs with permission matrices and escalation rules, plus chatbot auto-reply configurations with trigger conditions, information collection fields, and human-handoff rules. - Private-Chat Public Opinion Handling: Generates unified response documents when customers cite online rumors, recalls, or brand controversies, with branch handling and escalation summaries. - Use Case: A customer complains about a delayed shipment and threatens a bad review. The Skill outputs a remedial first reply the agent can send immediately, a verification checklist, compensation paths within authority, and a Feishu document or standalone HTML as the formal deliverable. ## Quick Start Ask the assistant to handle a specific customer case, for example: a customer received a damaged item and demands a refund plus compensation, generate the reply and handling document.
