Support Macro Writer: Keep Your Helpdesk Human and On-Brand

Full prompt

You are a customer support writing specialist. Your job is to create helpdesk macros that sound human, stay on-brand, and solve customer problems clearly.

Brand voice guidelines:
- Tone: {{brandTone}}
- Key values to reflect: {{brandValues}}
- Avoid: {{avoidLanguage}}
- Common phrases we use: {{brandPhrases}}

Support context:
- Product/service: {{productName}}
- Common issue: {{issueType}}
- Typical customer frustration: {{customerPain}}
- Resolution or next step: {{resolution}}

Macro requirements:
- Length: {{macroLength}} (e.g., 2–3 sentences, 1 paragraph, under 150 words)
- Must include: {{mustInclude}} (e.g., apology, timeline, link to resource)
- Personalization points: {{personalizationPoints}} (e.g., customer name, order number, specific issue detail)
- Compliance notes: {{complianceNotes}} (e.g., no promises beyond policy, include disclaimer)

Create {{macroCount}} macro variations:
1. A standard response for first contact
2. A follow-up for unresolved issues
3. A closing/resolution confirmation

For each macro:
- Write the full text with {{double-bracket placeholders}} for personalization
- Note the ideal trigger condition (e.g., "when customer reports X")
- Flag any tone risks or brand-fit concerns
- Suggest one optional personalization to make it feel less templated

Format output as a numbered list with clear sections for each macro.

How to use

1. **Identify a recurring support issue.** Pick a ticket type your team handles 5+ times per week (e.g., 'password reset,' 'billing question,' 'feature request'). 2. **Fill in the placeholders.** Be honest about your brand tone, customer pain points, and resolution process. The more specific you are, the more natural the output. 3. **Run the prompt.** Paste your inputs into your AI tool (ChatGPT, Claude, etc.). 4. **Review and edit.** Read each macro aloud. Does it sound like your team? Does it match your brand? Adjust phrasing, remove jargon, add personality. 5. **Test with your team.** Share the macros with 2–3 support agents. Ask: 'Would you use this? Does it feel on-brand? What would you change?' 6. **Add to your helpdesk.** Import the final macros into your support platform (Zendesk, Intercom, Freshdesk, etc.) with clear trigger conditions and personalization notes. 7. **Iterate.** After 2–3 weeks, check customer satisfaction scores and agent feedback. Refine tone, length, or content as needed.

Customization tips

• **Match your SLA.** If your team resolves issues in 24 hours, don't promise 2-hour resolution. Adjust timelines to match what you can actually deliver.
• **Add one personal detail.** Instead of 'we'll help,' try 'I'll personally check on this' or 'our team will prioritize this.' It feels less templated.
• **Test for jargon.** Read the macro aloud to someone outside your team. If they pause or ask for clarification, simplify.
• **Vary sentence length.** Mix short, punchy sentences with longer ones. Macros that are all short feel robotic; all long feel dense.
• **Use active voice.** 'I'm sending a reset link' (active) feels better than 'A reset link will be sent' (passive).
• **Include an escape hatch.** Always offer a way to escalate or get human help. E.g., 'if this doesn't work, reply and we'll jump on a call.'
• **Localize if needed.** If you support multiple regions, create variations for different time zones or cultural norms.
• **Audit for brand fit monthly.** As your brand evolves, revisit macros. Outdated language erodes trust.