# Prepare my support team for a product launch or change

A support readiness brief with what's changing, expected questions, ready-made answers, and escalation paths before launch day.

- Topic: Customer Support
- Framework: RTF
- Level: Standard
- Tags: Product, Customer Support, Plan, Fill-in Template
- Source: https://www.thinkwithprompt.com/prompts/prepare-my-support-team-for-a-product-launch-or-change

## Prompt

```text
Create a support readiness brief for an upcoming product launch or change.

**What's changing:** [FEATURE, PRICING, POLICY, OR UI CHANGE - paste release notes or a summary]
**Launch date and rollout:** [all at once / gradual / by region or plan]
**Who is affected:** [WHICH CUSTOMERS]
**Why we're making the change:** [THE REAL REASON]
**Known limitations or bugs at launch:** [LIST]
**Who supports the support team:** [product contact, engineering on-call, Slack channel]

Produce:
1. A one-page summary for agents: what's changing, who's affected, why, in plain words.
2. The 10 questions customers are most likely to ask, with a clear answer to each. Include the uncomfortable ones (price increases, removed features).
3. 3-5 ready-to-use macros for the most common questions.
4. Known issues with workarounds, and how to tag related tickets so we can count them.
5. Escalation rules: what goes to whom, and what counts as a launch-blocking problem.
6. A list of help center articles to update or create.
7. Expected volume impact and staffing suggestions for the first two weeks, with stated assumptions.

Mark anything not confirmed by the product team as [CONFIRM WITH PRODUCT]. Don't invent features, dates, or prices.
```

## What to fill in

- all at once / gradual / by region or plan
- WHICH CUSTOMERS
- THE REAL REASON
- LIST
- product contact, engineering on-call, Slack channel
- CONFIRM WITH PRODUCT

Free to copy and use. From ThinkWithPrompt (https://www.thinkwithprompt.com/), a library of 2,663 curated AI prompts.