SupportLogic Office Hours
SupportLogic recently launched a new Customer Portal to help empower you to utilize the product to its fullest extent each day. In addition, the SupportLogic team is now offering monthly office hours as a supplement to the FAQs and documentation found on the Customer Portal.
Join us for our next session on Thursday, February 16th where we’ll focus on Alerts. If you can’t be in the SupportLogic UI all the time, our Alerts help you keep track of important case events by notifying you when certain criteria are met. This will allow you to stay proactive and prioritize cases that are critical to your organization.
Our product experts are here to help you and your team utilize SupportLogic to its fullest extent. Whether you’re new to SupportLogic or a veteran user, there are features to help the entire Support team from TAMs to Support Managers to Executives.
Sessions will continue monthly on the 3rd Thursday at 1:00 PM ET /10:00 AM PT.
*We ask that you submit your questions beforehand whenever possible to allow our team to prepare a detailed response.
Monthly Focus
Each month will have a primary focus where SupportLogic product experts will deep dive on a specific workflow or product capability. Each session will be accessible on demand via the customer portal following the live webcast.
In each session you can expect:
- A deep dive on a specific capability or workflow led by your moderators.
- Open forum Q&A where you will have the ability to submit questions during and prior to the session.
Future sessions will address the topics below in more detail with the specific dates for each topic to be determined.
- Reducing escalations (Console, Escalations and Backlog)
- Sentiment Analysis (Needs attention, Positive or Negative Sentiments)
- Configuring Global Filters
- Configuring Virtual Teams
- Configuring Alerts
- Agent and Engineering Insights
- Customer Insights, Favorites and Customer Boards
- Intelligent Case Assignment
- Agent Coaching and Evaluations
- Support Health Scoring
- Analytics (Operational Metrics, Keywords, Patterns and Outliers)
*Attendees will also have the option to submit questions regarding any topic ahead of the live session.
Moderators
Sasha McGurrin
Sr. Customer Success Manager
Lynne Koloski
Manager, Customer Success and Experience
SX focused companies use SupportLogic
About SupportLogic SX
The Continuous Support Experience Platform
- Seamlessly integrate with your existing ticketing system
- Read every ticket and automatically extract signals using AI/NLP
- Maintain context across conversational and ticket boundaries
- Predict outcome and provide proactive recommendations with intelligent workflows