Head of Customer Experience & Revenue Operations

Richie Aharonian

Richie built and scaled Unito's post-sales ecosystem across onboarding, customer support, customer success, and revenue operations. All in service of faster resolutions and stronger retention. His extensive experience automating workflows, restructuring escalation processes, and aligning cross-functional teams ensures incidents are appropriately escalated and resolved.

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Reduce MTTR (Mean Time to Resolution) by Fixing the Human Bottlenecks

Your mean time to resolution can be hampered by bottlenecks that only the right technology can really fix. Here’s how.

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Make Customer Service AI Agents Smarter With Unified Cross-Tool Context

AI agents for customer service need context from multiple tools to work just right. Here’s how that’s done.

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How to Standardize IT Tickets for Better Escalation

Standardizing AI tickets can create a mountain of administrative work, especially when context is scattered across multiple tools. Here’s what you can do.

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AI in Customer Service: Where It Helps and Where It Fails Without Context

AI can significantly streamline customer support, but it needs the right context to do so. When that context exists in other tools though, it’s often lost. Here’s what to do.

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Understanding the Hidden Costs of Manual Ticket Escalation

Manual ticket escalation might seem less expensive or more convenient in the moment, but it leads to some serious hidden costs.

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Cross-Tool Visibility: The Missing Link in ITSM Efficiency

See how the right integration solution can revitalize your ITSM process and ensure no ticket falls through the cracks.

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ITSM Efficiency: Reducing Time to Escalation

Learn how you can reduce the time to escalation for ITSM tickets through stronger processes and software integration.

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12 Ticket Escalation Metrics Every IT Leader Should Track

Ticket escalation metrics IT leaders should track include time to escalate, context loss, bounceback rates, and more. Find them all in this guide.