Skills RevOps
Onboarding friction in support contacts
New customers contact support about the things that are stopping them getting started. That makes the first weeks of a customer's support history the most direct evidence available of what blocks activation — and it arrives months before the retention curve shows the consequence.
npx rulebase-skills install cx-onboarding-frictionWhen to use it
Reach for this when someone says any of these — they are the phrases the skill itself triggers on:
- “why aren't new customers activating”
- “what do new customers contact us about”
How it works
The method, in the order the skill runs it. The full procedure — tables, worked examples and the edge cases — is in the skill itself.
New-customer contacts are not the same population
A contact from a new customer is usually a blocker; a contact from an established one is usually an exception. The same category means different things at different tenures — "how do I invite a user" is onboarding friction in week one and an edge case in year two.
Contacting support is a sign of *effort*, and silence is ambiguous
The customer who contacts support is trying. The one who hit the same blocker and silently stopped is the more expensive case, and they are invisible here.
The classification that makes this actionable
Ordinary contact-driver taxonomy names topics. For onboarding, classify by what kind of failure it is, because each has a different owner: Missing capability, Discoverability, Setup complexity, Data migration, Permissions and access, Expectation mismatch.
Measure time, not just volume
Volume tells you what people hit. Time tells you what it costs.
Related skills
Free and open source, and vendor-neutral — it reads the conversations from whichever helpdesk you already run. Browse all 149 skills · connect your helpdesk over MCP · source on GitHub
