Escalation Management and Prediction
The world’s first intelligent customer escalation management engine sees escalations before they happen so you can take immediate action.
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How SupportLogic SX complements Salesforce Einstein
Resolve cases faster and transform support experience with combined AI solutions. When you connect SupportLogic to Salesforce Service Cloud, you unlock service assistance + support operations efficiency.
| SALESFORCE EINSTEIN | SUPPORTLOGIC |
| Einstein Bots | SupportLogic Sentiment Analysis |
| Einstein Case Classification | SupportLogic Escalation Prediction |
| Einstein Case Wrap-Up | SupportLogic Case Assignment & Routing |
| Einstein Next Best Action | SupportLogic Account Health Management |
| Einstein Article Recommendations | SupportLogic Swarming & Collaboration |
| Einstein Reply Recommendations | SupportLogic Support & Text Analytics |
Innovative support and success leaders love SupportLogic
“Whenever we witness a surge in negative sentiment, our team springs into coordinated action, and the outcomes we achieve are consistently on target.”
Katherine Sullivan
SVP, Customer Success, Salesforce
Salesforce slashed escalation rates by 56%
56
%
Reduction in Escalation Rates
<
2
%
ESCALATION RATE SINCE USING SUPPORTLOGIC
13
%
PRODUCTIVITY GAIN FOR EVERY SWARM LEAD AND MANAGER
“Our management team uses SupportLogic as our eyes everywhere.”
Patrick Martin
VP of Technical Support, Coveo
Coveo reduced time to resolution from 4 days down to 2
53
%
Decrease in MTTR
+
31
%
increase in First-Day Resolution
56
%
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.”
Matt Blair
SVP Support and Customer Success, Databricks
Databricks takes a proactive approach to support
+
20
%
increase in csat
+
9
%
Partner CSAT
40
%
Reduction in SLA misses
“Our collaboration with SupportLogic has leveled up our customer support experience and has resulted in a 40% reduction in escalations.”
Chad Singleton
Vice President of Support Readiness, Nutanix
Nutanix reduced escalations and improved CSAT
40
%
Reduction in Escalations
90
+
NPS
90
%
CSAT
Explore SupportLogic SX solutions:
Elevate Your Support Experience
Reduce escalations and cut through backlog to increase customer retention and revenue