Support onboarding is product knowledge plus tone
A new support agent has to learn two things at once: how the product works in enough detail to troubleshoot it, and how your brand wants to talk to a frustrated customer. The first half is technical and lends itself to flashcards and quizzes. The second half is judgemental and lends itself to roleplays and tone-of-voice examples. Most onboarding programmes underweight the second.
Kompyl reads your support knowledge base (the canonical product knowledge) and your tone-and-voice guide (the canonical brand voice) and produces a kit that covers both halves. Flashcards on the top 50 issues. A quiz on escalation rules. A facilitator guide with three tone scenarios — frustrated customer, confused customer, abusive customer — that a team lead runs as roleplays.
The 30-day support ramp
Most support orgs target a 30-day ramp from offer accept to handling tier-1 tickets unsupervised. The bottleneck is almost never the tooling — it is the agent's confidence with the top 20 issues. Kompyl flashcards drill that confidence in a week. The quiz output checks that the agent has internalised escalation rules before going live. The facilitator guide gives the team lead a structured first-week conversation rather than ad-hoc shadowing.
What you can generate per channel
- Top-issues flashcards — Anki / Quizlet CSV format
- Troubleshooting decision tree — flow diagram in the slide deck
- Tone-of-voice quiz — multiple-choice "which response is on-brand" questions with rationales
- Escalation matrix — who handles what, with examples
- Tooling walkthrough — your helpdesk + KB + status page
Related: employee onboarding training generator, onboarding quiz generator.