AI Customer Support Selling to the VP of Customer Experience — 60-Min Training

Question

Pulse RevOps · The Machine · Accepted Answer

### Direct Answer

> **AI Customer Support Selling to the VP of Customer Experience** is a 60-minute training for AEs running $50K–$2M ACV cycles against **Intercom Fin, Zendesk AI, Sierra, Decagon, Forethought, Ada, Lorikeet, Devrev**. Qualify against **VP CX + Director of Support + CFO**, run discovery on **auto-resolution + CSAT preservation + AHT reduction + integration**. Built on **MEDDPICC**.

---

## Section 1 — Why AI Customer Support Selling Is Different (5 min)

Auto-resolution rate + CSAT preservation define value. Above 70% auto-res with 4.0+ CSAT.

End with **Mark Roberge's** rule: *"Sell auto-resolution + CSAT."*

---

## Section 2 — The 60-Minute Discovery (15 min)

> 1. **Opening (3 min):** "Current ticket workflow + CSAT?"
> 2. **Volume + channel mix (10 min):** "Email, chat, SMS, WhatsApp, voice?"
> 3. **Auto-resolution baseline (10 min):** "Current % resolved without human?"
> 4. **CSAT baseline (10 min):** "Above 4.0 best-in-class."
> 5. **ITSM/CRM integration (8 min):** "Zendesk, Intercom, Salesforce."
> 6. **AHT reduction (7 min):** "Human-assisted ticket time."
> 7. **Renewal posture (5 min):** "Existing contracts?"

```mermaid
flowchart TD
    A[AE Discovery] --> B[Pre-Brief]
    B --> C{VP CX + Director + CFO?}
    C -->|No| D[Reschedule]
    C -->|Yes| E[Volume + Channel 20 min]
    E --> F[Resolution + CSAT 18 min]
    F --> G[Integration + Renewal 12 min]
    G --> H[Trial 7 Days]
```

---

## Section 3 — The Trial That Wins (15 min)

Customer's real tickets routed through AI. Auto-resolution + CSAT scorecards. Channel coverage demo.

---

## Section 4 — Handling the Incumbent (10 min)

**Auto-resolution wedge.** **CSAT preservation wedge.** **Channel coverage wedge.** **Integration depth wedge.**

---

## Section 5 — Pricing Conversation (10 min)

Per-resolution or per-seat, multi-year discount, no procurement-only.

```mermaid
flowchart TD
    A[Joint VP CX + Director + CFO] --> B[Per-Resolution Proposal]
    B --> C{Discount?}
    C -->|Yes| D[MSA]
    D --> E{Procurement Solo?}
    E -->|Yes| F[Refuse]
    E -->|No| G[Joint Neg]
    F --> G
    G --> H[Onboarding 7 Days]
    H --> I[Auto-Resolution Scorecard Month 1]
    I --> J[Quarterly CX Review]
```

---

## Section 6 — Renewal Trap-Set Month 12 (5 min)

Auto-resolution 50%+ within 6 months. CSAT above 4.0 sustained. Channel + integration deep. Joint CX dashboard.

---

## FAQ

**Intercom Fin or Zendesk AI?** Match existing platform.
**Sierra for enterprise?** Yes.
**Decagon competitive?** Yes.
**Voice channel?** Cresta, ASAPP lead voice.
**Multilingual?** Ada, Decagon strong.

## Sources

- Intercom — Fin Reference
- Zendesk — AI Reference
- Sierra — Reference
- Decagon — Reference
- Forethought — Reference
- Ada — Reference
- Lorikeet — Reference
- Cresta — Reference
- ASAPP — Reference
- Force Management — MEDDPICC

AI Customer Support Selling to the VP of Customer Experience — 60-Min Training

Direct Answer

Section 1 — Why AI Customer Support Selling Is Different (5 min)

Section 2 — The 60-Minute Discovery (15 min)

Section 3 — The Trial That Wins (15 min)

Section 4 — Handling the Incumbent (10 min)

Section 5 — Pricing Conversation (10 min)

Section 6 — Renewal Trap-Set Month 12 (5 min)

FAQ

Sources

What does the score mean?