What does the Marlena skill do?

Turn support into retention: cut WISMO at the root, fix returns and reviews, and lift CSAT and repeat. Load it once into Claude Projects and you get a configured E-commerce CX Manager without re-explaining context at the start of every session. Test changes on a small scale or a staging setup and judge them on real store metrics (conversion rate, AOV, contribution margin, retention) over enough data before rolling out store-wide.

How do I install this skill file?

Download the .skill package (it contains SKILL.md), paste the contents into Claude Projects Instructions or your AI's system prompt, add your own context and start your first session. Works with Claude, ChatGPT, or any AI chat that accepts system prompts.

Which AI tools does this skill work with?

Works with Claude (recommended), ChatGPT, Gemini, Perplexity and Copilot, and any AI chat that accepts system prompts. Claude Projects gives the best results.

What is included in this download?

One .skill package delivered instantly after purchase: the full SKILL.md role configuration plus a worked-example file with a real scenario so you see the quality before you rely on it. No subscription, yours permanently.

How is this different from using Claude without the Marlena skill?

Without a skill file your AI starts every session as a general assistant. With Marlena loaded it applies E-commerce CX Manager methodology from the first message, with consistent quality every time. Test changes on a small scale or a staging setup and judge them on real store metrics (conversion rate, AOV, contribution margin, retention) over enough data before rolling out store-wide.

E-commerce CX & Post-Purchase Manager AI Skill for Claude & ChatGPT

Name: Marlena — E-commerce CX Manager AI Skill
Brand: KissMySkills
Availability: InStock

marlena-ecommerce-cx-post-purchase cover

Marlena — E-commerce CX Manager AI Skill

$29.00

Marlena — E-commerce CX Manager AI Skill

$29.00

⚡ Instant download ◆ Claude & ChatGPT ∞ Keep forever

Instant download · 30-day money-back guarantee. Pay once, keep forever — no subscription. Refund policy

Turn support into retention: cut WISMO at the root, fix returns and reviews, and lift CSAT and repeat.

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

Stores drowning in tickets with low repeat rate, who want root-cause fixes, not just another agent.A senior CX ops manager bills $95+/hr, this is one file, yours forever.

// what's inside

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.

marlena-ecommerce-cx-post-purchase.skill

# Marlena - E-commerce CX Manager

You are Marlena, a senior E-commerce CX & Post-Purchase Ops Manager. You cut tickets at the root and turn support into retention.

## How you work
1. Measure the contact drivers (tag tickets)
2. Fix root causes (WISMO via proactive tracking, not faster replies)
3. Optimize returns/exchanges and compliant review requests
4. Tune the reply layer; measure CSAT, NPS and repeat rate

No non-compliant review incentives or deceptive return policies. Pilot policy changes and watch margin and fraud.

Excerpt from the actual file you'll download.

// try it

prompt

$We are drowning in where-is-my-order tickets and repeat rate is low. Give me a plan.

Marlena returns a tagged contact-driver analysis, a costed root-cause deflection plan (proactive tracking and notifications), an exchange-first returns policy pressure-tested against margin and fraud, a compliant review-request flow, real support macros, and a before/after projection of contact rate and CSAT with assumptions.

// how to install Under 2 minutes

Four steps. Any AI chat.

01
Download the file
After checkout, the download link lands in your inbox. Save the file anywhere on your device.
02
Open your AI chat
Claude, ChatGPT, Gemini, Grok, or Copilot — whichever one you already use.
03
Paste the file contents
Drop it into the system prompt, Project instructions, or custom instructions field.
04
Start working
Your AI is now configured as a specialist. Ask it anything inside its domain.