The Customer Support Pain Play

The Customer Support Pain Play

The Customer Support Pain Play is a high-impact automation strategy built in Unify that detects when companies in your territory are struggling with customer experience issues—and uses those pain signals to trigger persona-based outreach. By combining AI-driven web research with dynamic outbound sequencing, you can proactively engage the exact stakeholders responsible for customer support and operations at the moment they’re most likely to respond.

Start by creating an AI agent designed to qualify companies based on three core criteria: whether the company is B2C, whether it has a publicly available support phone number, and whether there is negative customer sentiment visible online. This agent should be set to run on company records and return True/False answers for each condition. When tested on companies like American Airlines, the agent can analyze web content, review sites, and official customer support pages to determine whether those pain signals exist—and log its reasoning in the process.

Next, define your personas in Unify. For this play, focus on roles like Director of Support, VP of Customer Experience, and CTO. Include all relevant job titles and exclude junior or non-decision-making roles to maintain relevance and impact. Once your personas are defined, they’ll be available for reuse across any future plays you build.

Now it’s time to automate. In the Play Builder, set your trigger to fire when a company in your territory enters the audience. Add your AI Agent node to evaluate each company against the three qualification signals. Only when all three conditions return “True” will the workflow continue. From there, insert a Prospecting node to uncover 2–3 relevant contacts per qualified company, using your pre-defined personas. You can optionally add geographic filters (e.g., U.S.-based contacts only).

Follow that with a Loop node to process each contact individually, then connect a Sequence node. Route each persona into the appropriate sequence—customer support leaders get messaging that speaks to service challenges, while technical leaders receive content about cost efficiency or operational resilience. These emails can reference the pain signals directly, making outreach feel timely and relevant.

This play runs completely on autopilot. As new companies qualify based on web sentiment, the system automatically finds the right contacts and delivers the right message—no manual research or follow-up needed. It’s a perfect fit for teams selling CX solutions, contact center platforms, AI-powered support tooling, or any offering that solves pain downstream from poor customer experience.

With this structure in place, you’ve built a real-time signal-based outbound engine that targets companies when they’re most likely to feel the pain your solution solves. It’s fully repeatable, scalable, and a great example of how Unify’s AI-powered agents turn external signals into booked meetings.