Reduce Backlog and Focus on What Matters Now

Monitor cases in real time, prioritize cases that need attention, and fix problems ASAP

See How

60

%

Reduction in Case Review Time

50

%

Reduction in Mean Time to Resolve (MTTR)

10

+

Unicorns Who Love SupportLogic

Run customer support operations like never before

Identify Cases That Need Attention Right Now

Pinpoint cases with breached SLAs, negative customer sentiments, or escalation requests

Create custom case lists leveraging signals extracted by NLP such as predicted escalation

Leverage Slack, MS Teams, or email to share case and customer sentiment with anyone

Early Warning System

Leverage the power of NLP to get notified in real-time when a customer is unhappy, or a case is likely to escalate.

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Swarm, Collaborate, and Annotate

Invite subject matter experts, sales, and customer success team members to provide additional customer context and resolve issues quickly. Annotate case data and start an internal conversation thread.

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Case Information is Just One Click Away

You can access case data and the entire case history with just one click from any case list.

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Customize it Anyway You Want

Configure alerts to your heart’s content with quick drag and drop functionality. Create personal alerts that notify only you, or system wide alerts for a wider audience.

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Technology Unicorns Love SupportLogic

“[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’ proactive approach to support

40

%

Reduction in SLA Misses

20

%

increase in direct csat

9

%

increase in partner csat

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Explore Resources From our Thought Leaders on Support Experience

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Case Studies
Databricks Reduced SLA Misses by 40% and Increased CSAT

Customer support is critical for Databricks, which services more than 5,000 global organizations. As the company scaled, however, it found it was missing an essential piece of the customer service puzzle: the ability to identify and rectify customers’ most urgent concerns and frustrations as they arose. Databricks knew it needed to leverage an AI-based platform that could identify customers’ sentiments and case trends in real-time in order to optimize customer support.

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Case Studies
Coveo Slashes Case Resolution Time with Intelligent Routing

Before using SupportLogic, Coveo was already investing heavily in creating an exceptional customer support experience. But with most issues handled via self-service, agents faced more and more issues with which they were unfamiliar due to the lack of skill-based routing. 

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