Tina Grubisa

Tina Grubisa leads Value Consulting at Mosaic AI, with extensive experience in leading customer success teams at AI and SaaS companies. She specializes in helping customers achieve their goals with AI-driven solutions and ensuring high levels of satisfaction and engagement.

Tina Grubisa

's posts

Check out the latest posts below.

Customer Experience & Strategy

5 case deflection strategies for technical support leaders

Case deflection isn't just fewer tickets. Here's how technical support leaders build a strategy that catches invisible failures and proves ROI.
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Customer Experience & Strategy

What is an AI helpdesk? The buyer's guide to choosing the right one

Most AI helpdesk software was built for high-volume, low-complexity work. Here's what technical support teams need instead—and what to look for in a provider.
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Productivity & Enablement

AI implementation for support: A no-code guide for technical support teams

Successful AI implementation doesn’t have to rely on engineering. This no-code playbook helps technical support leaders automate, go live, and own their AI roadmap.
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AI Agents & Automation

Traditional chatbots vs. agentic AI in customer service

Agentic AI in customer service goes beyond chatbots. Here’s how B2B teams resolve tickets faster, reduce escalations, and improve the customer experience.
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Customer Experience & Strategy

Technical support SLA best practices

When done well, strong technical support SLAs drive renewal, retention, and trust. Here's your guide on how to structure, tier, and achieve SLAs at scale using AI.
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Customer Experience & Strategy

Customer sentiment score for technical support

Customer sentiment score isn’t just a CX metric. Here's how technical support leaders use it to measure operational outcomes, while preventing escalations and churn.
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What Is Escalation Rate (and How to Reduce It)?

Here's how B2B support leaders use escalation rate to spot churn risk early, protect senior team capacity, and reduce escalations that shouldn’t have happened in the first place.
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Customer Experience & Strategy

Technical support analytics: Account-level insights

Technical customer support analytics that stop at the ticket level miss important churn signals. Here's why analyzing data at the account level helps drive retention.
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Customer Experience & Strategy

Escalation matrix template: Best practices for technical support teams

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What is churn risk and how support teams can reduce it

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Productivity & Enablement

Build a technical support onboarding program

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Customer Intelligence

Customer Sentiment Analysis With AI

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AI Guide to Ticket Categorization

Bad ticket categorization costs more than time. Here's how to build a smarter, AI-enabled system that’s accurate, consistent, and always up to date.
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Improve first contact resolution with AI

First contact resolution is a core B2B support metric. Here's how to benchmark it accurately and use AI to improve it at every stage of the ticket lifecycle.
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Turn Ticket Data Into a CX Strategy

Support analytics helps turn raw ticket data into CX strategy. Here's what B2B leaders need to know to get ahead of churn, reduce escalations, and more.
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Customer Experience & Strategy

How to Reduce Ticket Volume

Ticket volume is rising. Budgets aren't. Here are nine proven ways to reduce ticket volume using AI, automation, smarter deflection techniques, and more.
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Customer Intelligence

Where 80% of B2B support time actually goes

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AI Agents & Automation

AI-powered training & onboarding for technical support teams

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Guides

Support capacity planning: Everything you need to know

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Customer Experience & Strategy

Turn Support Into a Revenue Retention Engine

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Customer Experience & Strategy

Support Workflow Optimization Guide

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Customer Intelligence

CSAT Alternatives for technical Support

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Customer Experience & Strategy

Proactive alerts for technical support teams

Proactive alerts help B2B support teams catch escalations, churn signals, and knowledge gaps before it’s too late. Here’s why they’re essential at scale.
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Guides

Knowledge-Centered service (KCS) guide: Why traditional knowledge management fails

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Guides

Context switching: hidden cost in service

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Guides

Ticket escalation process to reduce escalations

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Guides

The customer support metrics that matter most (and it's not what you might think)

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Guides

AI customer support software for B2B teams

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Customer Experience & Strategy

Agent assist AI for technical support teams

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Customer Experience & Strategy

Unified AI customer support drops resolution time

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Guides

Customer self-service: The first step from firefighting to foresight

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Guides

Unify customer data for faster B2B support

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AI Agents & Automation

What is natural language search? B2B guide

Discover what natural language search is and how NLP search technology transforms enterprise knowledge management. Learn implementation strategies and ROI metrics for B2B Support teams.
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Knowledge Management

Best Knowledge Base Software for Technical Support Teams

Discover the best knowledge base platform that actually drives productivity, reduces tickets, and delivers measurable ROI for modern support teams.
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Knowledge Management
AI Agents & Automation

Enterprise AI security: B2B support top concerns

AI boosts support efficiency, but data privacy is crucial. Key steps include selecting secure partners, providing training, monitoring performance, and fostering a privacy-first culture for responsible AI use.
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AI Agents & Automation
Productivity & Enablement

Traditional chatbots vs. agentic AI in customer service: A B2B leader’s guide

Move beyond reactive support. This blog shows CX leaders how to use agentic AI to automate workflows, predict churn, and build an autonomous customer experience.
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Productivity & Enablement
Customer Experience & Strategy

How Gen AI Reduces Escalations and Boosts CSAT

Mosaic AI is the AI-native platform purpose-built for CX teams. We help Support leaders reduce escalations, boost CSAT, and prove ROI with control and clarity.
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Customer Experience & Strategy
Productivity & Enablement

AI ROI measurement: How to prove business value in B2B support

Measuring the ROI of AI in CX doesn't have to be complicated.
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