“No customer wants to escalate. We tie SupportLogic alerting to negative sentiment to get in front of issues quickly. Sensing that the vibe from a customer may be going off track gives support leaders and support engineers a heads up.”
Vice President of Support, Rubrik
Put out the smoke before the fire and leverage customer sentiment, urgency, and 40 other signals to predict escalations.
Reassign the case, add an internal case note, or loop in an an expert outside of the support organization using your native messaging app.
Move away from excel sheets and manage escalations end-to-end with detailed reporting.
“[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
“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
“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
