Beyond cost take-out
AI strips repetitive work out of the queue. Great—but the bigger prize is reframing Support as a growth driver: retention, expansion, and premium experiences customers will pay for.
Redesign the value proposition
- Tiered experiences: Diamond / Strategic / Primary—with explicit channels, targets, roles, and comms tone.
- VIP pods: Support + CSM + Product SME + PM for top accounts; outcome-based reviews and proactive plans.
- Revenue signal hub: Turn service telemetry (usage, incidents, sentiment) into save/expand plays.
- Pricing that maps to value: Align premium fees to cost-to-serve and outcome guarantees.
Where AI helps revenue (not just cost)
- Personalization at scale: Agents and bots use unified context to tailor guidance and next steps.
- Premium care economics: AI + knowledge reduce unit costs, letting you layer white-glove touches sustainably.
- Signal-to-action: Automated triggers create timely outreach—enablement, optimization, or executive reviews.
Proving it to Finance
- AI-adjusted cost per case by tier and channel.
- Premium attach and renewal rates by segment.
- Churn saves attributable to service motions.
- VIP CSAT and time-to-exec response for top accounts.
Your first 90 days
- Build a CFO-grade cost model; publish baseline by tier/channel.
- Define tier playbooks and select 20 VIP accounts for pod pilots.
- Launch a lightweight signal hub (top 5 triggers → actions).
- Standardize EBR decks (value realized, risks, next-quarter plan).
- Tune pricing/entitlements with quarterly margin reviews.
With AI absorbing routine effort, Support can finally do what it’s always promised: create durable customer value—and capture it.
RCG helps teams stand up premium tiers, VIP pods, and the signal plumbing that proves ROI.