Smarter Week

How to automate it

How to automate “handle upset customers and complaints”

Here are 2 ways to spend less time on this, best first. Each comes with steps you can follow today and, for AI fixes, a prompt to copy.

30 min
typically, every day
25%
of the time can be automated
Easy
to set up

Fix 1 of 2

AIBest fix

Have AI help you draft a calm reply to an angry customer

When a message stings, AI drafts a calm, specific reply that owns the problem without over-apologising. You add the human touch.

Typically saves about 25% of the time5 min to set up
  1. 1Paste the message and what you can actually do.
  2. 2Use the prompt below.
  3. 3Read it out loud; cut anything that sounds scripted.
  4. 4Send, and flag for a manager if they mention legal action or cancelling.
Prompt to copy
A customer is upset. Their message: [PASTE]. What happened from our side: [FACTS]. What I can offer: [OPTIONS]. Draft a reply that acknowledges their specific frustration in their words, takes responsibility for what we got wrong (and only that), explains the fix and timing, and offers one clear next step. Calm, human, under 140 words. No generic apology phrases, no blaming.

Tools: ChatGPT, Claude, Gemini or Microsoft Copilot

Fix 2 of 2

Software feature

Use your helpdesk's AI copilot to draft replies and find answers

Zendesk Agent Copilot, Intercom Copilot, Freshdesk Freddy AI Copilot, Help Scout AI and Salesforce Service AI read the ticket and your knowledge base and draft a reply for you to check.

Typically saves about 40% of the time1 h to set up
  1. 1Ask your admin to turn on the AI copilot or agent-assist features.
  2. 2Connect your help center, internal docs and past tickets as sources.
  3. 3On each ticket, ask it for a draft or a summary of the thread, then edit.
  4. 4Use its tone tools (friendlier, shorter) instead of rewriting by hand.

Tools: Zendesk Agent Copilot · Intercom Copilot · Freshdesk Freddy AI Copilot · Help Scout AI · Salesforce Service AI · Gorgias AI

Who does this task

Roles in our library that list this as one of their common tasks. Each guide covers the rest of that role’s week.

Customer Support AgentSupport Team Lead / Manager

HourLeak · the 8-minute work audit

How many hours does this cost you?

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Other common tasks for Customer Support Agents