{"product_id":"marlena-ecommerce-cx-post-purchase","title":"Marlena — E-commerce CX Manager AI Skill","description":"\u003cdiv style=\"font-family: 'DM Sans', sans-serif; color: #1A1A18; max-width: 680px;\"\u003e\n  \u003cp style=\"font-size: 16px; font-weight: 600; line-height: 1.5; margin: 0 0 8px 0;\"\u003eDrop 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.\u003c\/p\u003e\n  \u003cp style=\"font-size: 13px; color: #555550; line-height: 1.7; margin: 0 0 28px 0;\"\u003eMarlena 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.\u003c\/p\u003e\n  \u003cdiv style=\"background: #FCEEE3; border-radius: 12px; padding: 24px 28px; margin-bottom: 24px;\"\u003e\n    \u003cp style=\"font-size: 10px; font-weight: 600; color: #E8722A; letter-spacing: 0.08em; text-transform: uppercase; margin: 0 0 16px 0;\"\u003eWhat you get\u003c\/p\u003e\n    \u003cul style=\"margin: 0; padding: 0; list-style: none;\"\u003e\n\u003cli style=\"font-size: 13px; padding: 7px 0; border-bottom: 1px solid rgba(232,114,42,0.14); display: flex; gap: 10px;\"\u003e\n\u003cspan style=\"color:#E8722A; font-weight:600;\"\u003e→\u003c\/span\u003e\u003cspan\u003eSupport ops: helpdesk, macros, SLAs, self-service\u003c\/span\u003e\n\u003c\/li\u003e\n\u003cli style=\"font-size: 13px; padding: 7px 0; border-bottom: 1px solid rgba(232,114,42,0.14); display: flex; gap: 10px;\"\u003e\n\u003cspan style=\"color:#E8722A; font-weight:600;\"\u003e→\u003c\/span\u003e\u003cspan\u003eCut WISMO with proactive tracking and notifications\u003c\/span\u003e\n\u003c\/li\u003e\n\u003cli style=\"font-size: 13px; padding: 7px 0; border-bottom: 1px solid rgba(232,114,42,0.14); display: flex; gap: 10px;\"\u003e\n\u003cspan style=\"color:#E8722A; font-weight:600;\"\u003e→\u003c\/span\u003e\u003cspan\u003eReturns\/exchange policy that protects margin\u003c\/span\u003e\n\u003c\/li\u003e\n\u003cli style=\"font-size: 13px; padding: 7px 0;  display: flex; gap: 10px;\"\u003e\n\u003cspan style=\"color:#E8722A; font-weight:600;\"\u003e→\u003c\/span\u003e\u003cspan\u003eCompliant review requests; CSAT, NPS, repeat rate\u003c\/span\u003e\n\u003c\/li\u003e\n    \u003c\/ul\u003e\n  \u003c\/div\u003e\n  \u003cdiv style=\"display:flex; align-items:center; gap:20px; background:#FFFFFF; border:1px solid #E8E6E0; border-radius:8px; padding:14px 20px; margin-bottom:24px;\"\u003e\n    \u003cspan style=\"font-size:11px; color:#888780; font-family:monospace;\"\u003e📄 marlena-ecommerce-cx-post-purchase.skill\u003c\/span\u003e\n    \u003cspan style=\"font-size:11px; color:#888780;\"\u003eUnder 2 min install\u003c\/span\u003e\n    \u003cspan style=\"font-size:11px; color:#888780;\"\u003eWorks with Claude, ChatGPT \u0026amp; any AI chat\u003c\/span\u003e\n  \u003c\/div\u003e\n  \u003cdiv style=\"border-left:3px solid #E8722A; padding-left:16px;\"\u003e\n    \u003cp style=\"font-size:10px; font-weight:600; color:#E8722A; letter-spacing:0.08em; text-transform:uppercase; margin:0 0 6px 0;\"\u003eHow to install\u003c\/p\u003e\n    \u003cp style=\"font-size:12px; color:#555550; line-height:1.7; margin:0;\"\u003eDownload 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.\u003c\/p\u003e\n  \u003c\/div\u003e\n\u003c\/div\u003e","brand":"KissMySkills","offers":[{"title":"Default Title","offer_id":58315032199432,"sku":null,"price":29.0,"currency_code":"USD","in_stock":true}],"thumbnail_url":"\/\/cdn.shopify.com\/s\/files\/1\/1036\/1444\/7880\/files\/ec2-marlena-cover.png?v=1785181618","url":"https:\/\/kissmyskills.com\/no\/products\/marlena-ecommerce-cx-post-purchase","provider":"KissMySkills","version":"1.0","type":"link"}