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 season 1 of The Customer Service Show, we aim to highlight the importance of premium support, effective implementation and pricing strategies, and key metrics for success measurement.
At The Customer Service Show, 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 in Customer Support
In season 2 of The Customer Service Show, 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.
At The Customer Service Show, 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 leveraged a multi-pronged approach, gathering feedback through customer surveys, account manager insights, and direct input from our support teams. SearchUnify's robust reporting and analytics capabilities were instrumental in this process, providing valuable data on top search queries, failed searches, session behavior, site feedback, and overall web usage. By analyzing this data, along with repetitive email requests, non-technical support cases, and escalations, we identified key customer pain points, enabling us to segment our audience effectively and tailor our premium support offerings accordingly. This data-driven strategy allowed us to pinpoint knowledge and process gaps, both internally and on the customer side, ensuring our premium support provided maximum value and addressed the most pressing customer needs.”
Sahana P
Senior Manager, Automation Anywhere
AI has significantly improved our team's efficiency, particularly through automated summarization of complex case notes. This provides our analysts with concise overviews, enabling faster and more accurate issue resolution. The resulting increase in efficiency translates to higher job satisfaction among our team and ultimately, better outcomes for our customers. This example demonstrates the practical benefits of incorporating generative AI for customer support and enhancing the overall customer experience.
Daniel Reese
Vice President of Enterprise Engagement Services, Deltek
Treat support as a valuable product or service in your sales mix. This includes providing your sales team with thorough training on support offerings and incorporating support-related metrics into sales compensation structures. Tracking support sales separately will yield valuable data on the financial contributions of your support services, which can then inform sales strategies.
Steve Quinn
Vice President of America’s Specialists, NetApp
Founder, PL Support Solutions and
Executive Advisor, Grazitti Interactive
The Customer Service Show, a SearchUnify vodcast series, explores the dynamic landscape of customer support and service. Featuring expert discussions and actionable strategies, the show helps organizations elevate customer experience (CX) with cutting-edge technologies, including generative AI.
We feature customer support leaders, AI practitioners, and industry experts sharing their insights and experiences. Notable guests include Patricia Lughezzani, Founder of PL Support Solutions, and other prominent figures in customer service and enterprise support.
The show covers a wide spectrum of topics relevant to modern support organizations, including AI in customer support, generative AI for enterprise support, self-service optimization, employee experience, support portal design, and emerging CX trends.
Episodes are available on the SearchUnify website. Subscribe to our YouTube Channel to be notified and also subscribe to our channel on your preferred podcast platform (link to all platforms here).
