Support / Customer Success

Churn signals are raised early, responses are assisted, QBRs are prepared in hours. The CSM invests the time saved in proactive relationships.

CS platform with health score, usage data, Claude for preparations and summaries.

1. Build the health score on real observed churn predictors. 2. Trigger proactive playbooks on signals, with human contact. 3. Prepare each QBR: delivered value, usage, quantified recommendations.

The score alerts, the conversation confirms: call before concluding churn.

Verbatim is analyzed exhaustively, irritants are mapped and quantified, improvement priorities are based on facts.

AI verbatim analysis, surveys, journey data.

1. Centralize all sources of customer voice: surveys, tickets, reviews, calls. 2. Classify by theme and emotion, quantify each irritant. 3. Prioritize with teams by customer impact and resolution effort.

Verbatim tells the what, rarely the why: delve deeper by talking to real customers.

Quality control covers one hundred percent of interactions instead of a sample, coaching targets real points for each individual.

AI interaction analysis (calls, emails, chats), quality grids, targeted coaching.

1. Define the quality grid and calibrate AI evaluation on cases rated by humans. 2. Analyze completeness and identify patterns by team and individual. 3. Coach on observed points, using recordings as educational support.

Evaluation serves progression, not punishment: the framework is clearly established with teams.

First-level deflection occurs, triage is automated, the knowledge base remains active. Humans handle complex and sensitive cases.

AI support agent, knowledge base, ticketing tool with AI.

1. Build a proper knowledge base: the AI agent is only as good as it. 2. Deploy in stages: suggestions to the human agent, then autonomy on simple cases. 3. Analyze escalations to improve the base and product.

Always provide an exit to a human, visible and quick: a customer stuck by a bot will not return.

Diagnosis is assisted, documentation responds instantly, resolution is guided step by step. Juniors gain skills faster.

Technical base assistant, history of resolved cases, diagnostic tools.

1. Index all technical documentation and past resolutions. 2. Use the assistant during interventions with verification of critical steps. 3. Update the base after each newly resolved case.

Following a generated procedure without understanding creates the next incident: understand before executing.