The Customer Service Show
The series is all about diving deep into the world of customer service, unleashing its exceptional power, and unveiling the strategies behind unforgettable, contextual, and, hyper-personalized customer support interactions.
Premium Support
In this season 1, we aim to highlight the importance of premium support, effective implementation and pricing strategies, and key metrics for success measurement.
We will be joined by Patricia Lughezzani, a highly accomplished visionary professional with a distinguished career in building, revitalizing, and optimizing customer support, customer success, renewal sales, technical services, and sustaining engineering organizations to facilitate growth and customer retention. Patricia's consulting company, PL Support Solutions, focuses on Customer Success, Premium Support, and Support Optimization strategies.
Founder, PL Support Solutions and Executive Advisor, Grazitti Interactive
Generative AI for Customer Support
This season, we're diving into the realm of Generative AI in Customer Support, investigating its possibilities, discussing actual achievements, and revealing the newest developments influencing the customer support industry.
We will be joined by Patricia Lughezzani, a highly accomplished visionary professional with a distinguished career in building, revitalizing, and optimizing customer support, customer success, renewal sales, technical services, and sustaining engineering organizations to facilitate growth and customer retention. Patricia's consulting company, PL Support Solutions, focuses on Customer Success, Premium Support, and Support Optimization strategies.
Founder, PL Support Solutions and Executive Advisor, Grazitti Interactive
"We gathered customer feedback, customer surveys, account managers, and support teams to understand their pain points, utilizing SearchUnify’s reporting to analyze most searched queries, failed searches, session reports, site feedback, and web usage reports. We also looked at repetitive email requests, and non-technical support cases, and reviewed escalations. We then segregated the Must Haves and premium offerings based on the customer segmentation and identified the knowledge gaps and process gaps at our and the customer's end."
Sahana P
Senior Manager, Automation Anywhere
AI is significantly improving our team's efficiency by automatically summarizing complex case notes. This provides analysts with a clear and concise overview, allowing them to focus on solving issues faster and with greater accuracy. This increased efficiency leads to higher job satisfaction and better customer outcomes.
Daniel Reese
Vice President of Enterprise Engagement Services, Deltek
To improve financial tracking and sales results, treat support as a valuable product or service in your sales mix. Provide adequate training and enablement for your sales team to effectively sell support offerings. Consider incorporating support-related metrics into your sales compensation structure to incentivize performance. By tracking support sales separately, you can gain valuable insights into the financial impact of your support services.
Steve Quinn
Vice President America’s Specialists, NetApp
Founder, PL Support Solutions and
Executive Advisor, Grazitti Interactive
