Customer support & success templates
Help desk, escalation, renewal and churn-prevention processes for support and customer success teams. Every one opens as a real, editable diagram — restyle it, extend it and export it as your own.
All 13 customer support & success templates
Support escalation matrix
Tiered escalation from front-line support to engineering and executives, with SLA timers — the diagram every support org pins to the wall.
MermaidB2B customer onboarding (implementation)
From signed contract to live customer: kickoff, integration, data migration, training and go-live — the customer success implementation playbook.
MermaidChurn risk & save playbook
Health scoring triggers a save playbook before renewal — how customer success teams catch at-risk accounts early.
MermaidContract renewal process
The 120-day renewal runway for subscription contracts: forecast, QBR, pricing and signature — a standard account-management flow.
MermaidKnowledge base article lifecycle
Turning repeated tickets into help articles and keeping them accurate — the KCS (knowledge-centred service) loop.
MermaidCall centre IVR routing
Phone menu, authentication and skill-based routing to the right agent — the call flow contact-centre teams design and tune.
MermaidNPS survey closed-loop follow-up
Detractors, passives and promoters each get a different follow-up, and themes feed the roadmap — the closed-loop NPS process.
MermaidChargeback & dispute handling
What a merchant does when a customer disputes a card charge: evidence, representment and outcomes — a payments-ops reference flow.
MermaidChatbot to live agent handoff
When and how a support bot hands over to a human with full context — a key conversational-support design diagram.
MermaidQuarterly business review preparation
Preparing and running a QBR with a key account: data pull, value story, roadmap and joint action plan.
MermaidOnboarding NPS survey
Measuring onboarding success with an NPS survey: trigger after go-live, segment responses into promoters, passives and detractors, and follow up on each.
MermaidCustomer health score workflow
How a customer success team scores account health from product usage, support tickets, NPS and billing, then routes red, yellow and green accounts to playbooks.
MermaidSupport SLA breach handling
How a help desk tracks first response and resolution SLAs: timers by priority, warnings before breach, escalation when breached, and breach reporting.
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