Backlog Management lets you streamline your support organization by filtering for specific subset of cases and then use leading indicators to decide which cases need your attention first.
Allocate resources more effectively by seeing the status of every agent’s backlog.
Drill into subsets of your support cases using powerful analytics and dashboards.
“Our management team uses SupportLogic as our eyes everywhere.”
VP of Technical Support
%
Decrease in MTTR
+
%
increase in First-Day Resolution
%
Reduction in Escalation Requests
“[SupportLogic can] look at the actual content, process it intelligently, and generate alerts and signals to intercept and intervene at the right time.”
SVP Support and Customer Success
+
%
increase in csat
+
%
Partner CSAT
%
Reduction in SLA misses
“I’m excited about Customer Support delivering a delightful service experience at every stage of the customer journey, in addition to resolving customer issues.”
VP, Customer Success at Scale and Support Service
%
ReduCtion in escalations
+
/ 5
Partner CSAT
“Our collaboration with SupportLogic has leveled up our customer support experience and has resulted in a 40% reduction in escalations.”
Vice President of Support Readiness
%
Reduction in Escalations
+
NPS
%
CSAT
Reduce escalations and cut through backlog to increase customer retention and revenue
