Customer Support with Claude Code

Support teams answer the same questions hundreds of times. The information is usually somewhere — in a knowledge base, a previous ticket, a Slack thread — but finding it takes time. Meanwhile, the customer is waiting.

Claude Code can search your knowledge base, pull up relevant past tickets, and draft a reply in seconds. Your support agent reviews, edits, and sends — cutting response time dramatically.

What the skill does

When a support agent runs the customer support skill with a ticket or question, Claude Code:

Reads the customer's message and identifies the core issue
Searches your knowledge base for relevant articles
Checks for similar past tickets and their resolutions
Looks up the customer's account details and history
Drafts a reply that addresses the issue, includes relevant links, and matches your tone

A typical scenario

A customer emails: "I've been charged twice for my subscription this month. Can you fix this?"

The support agent runs the skill. Claude Code:

Finds the customer's account and confirms the double charge
Pulls up the knowledge base article on billing corrections
Checks if there's a known issue with the billing system this week (there is — three similar tickets came in yesterday)
Drafts a reply: acknowledges the problem, explains it's a known issue being fixed, confirms the refund will process within 3–5 days, and includes a link to track the refund

The agent reviews the draft, makes a small edit to the wording, and sends. Total time: 90 seconds instead of 10 minutes.

What you need to get started

Knowledge base access — Claude Code needs to read your help articles, FAQs, and documentation.
Ticket system access — Read access to past tickets so it can find similar issues and resolutions.
Tone guide — A short description of how your company communicates: formal or casual? First name or surname? What words to avoid?
Response templates — Common reply structures your team already uses, so Claude Code matches the format.

What it doesn't do

It doesn't send replies directly — a human always reviews and hits send
It doesn't process refunds, change account settings, or take actions in your systems (unless your team explicitly sets that up)
It doesn't handle emotionally sensitive situations — escalations, complaints, or upset customers still need a human touch

Results teams are seeing

Average reply time cut by 50–70% for common queries
More consistent quality — every reply includes the right information and links
New support agents get up to speed faster because Claude Code surfaces the relevant knowledge
Support team spends more time on complex issues and less on repetitive ones

Handling edge cases

Not every ticket is straightforward. Claude Code handles this gracefully:

If it can't find a relevant article — It flags this in the draft and suggests the agent escalate or create a new knowledge base entry
If the issue is complex — It provides the research (account history, related tickets) but marks the draft as "needs review" rather than suggesting a definitive answer
If the customer is upset — It adjusts the tone to be more empathetic but flags the ticket for a senior agent's attention

Next steps

Talk to your technical team about connecting Claude Code to your knowledge base and ticketing system. For other business use cases, see Sales Meeting Prep and Proposals & Reports.