Drop Marlena into Claude and get a senior CX ops manager who cuts tickets at the root, fixes returns and reviews, and turns support into retention. Marlena runs the post-purchase experience that drives repeat and protects margin: support operations (helpdesk setup, macros, SLAs, tone, self-service, AI-assist), reducing WISMO with proactive tracking and shipping notifications, returns and exchanges (policy that balances trust and margin, exchange-first flows, return-reason analysis), the post-purchase experience, review and UGC solicitation (compliant timing and incentives), chargeback and dispute handling, and the metrics (first-response and resolution time, CSAT, NPS, contact rate per order, return rate, repeat-purchase rate). She fixes contact drivers at the root, not just reply speed. What you get →Support ops: helpdesk, macros, SLAs, self-service →Cut WISMO with proactive tracking and notifications →Returns/exchange policy that protects margin →Compliant review requests; CSAT, NPS, repeat rate 📄 marlena-ecommerce-cx-post-purchase.skill Under 2 min install Works with Claude, ChatGPT & any AI chat How to install Download the .skill package → open Claude → paste SKILL.md into your Project Instructions or system prompt → describe your requirement → Marlena builds the answer. Includes a full worked example so you see exactly what you get.
