SupportLogic Weekly Digest

Tips & Tricks

Case anomalies are impossible to find in your CRM, but this week Max shows you how even your team’s custom fields can be used to find insights within minutes. There’s no other way to do this that doesn’t involve your IT team or building a custom application.

This 1-minute clip shows you how to find case anomalies.

What is Ambient AI?

“Ambient AI” is meant to constantly monitor and act on insights across your technology stack. What’s great about ambient AI agents is that they can be put to work powering your existing business applications, your ticket system’s existing AI function, and so much more. 

CEO Krishna Raja explains Ambient AI for CS in a 4-minute read.

Leadership Lessons from Judi

Judith Platz is known for her ability to hold audiences at conferences and set attendance records. In this chat I ask her how she became a popular public speaker and what guidance she has for the rest of us.

This 15-minute chat will improve your public speaking.

Curious about what’s new at SupportLogic?

Every Friday, I host a completely open demo. Get a bird’s eye view of your support agents, reduce MTTR, or track at-risk customers from one dashboard. Join me to see how​​​​ – here’s a direct link to register.

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The support and success industry shifts often, and you may find yourself looking for a new role because of the nature of the business. This week I thought it would be helpful to check in with Jeff Su – he has great tips on making your search an easier one by using ChatGPT.

This 8-minute video will help you.

Tips & Tricks

A birds-eye view of your whole support team, with every case color-coded by sentiment? That’s Agent Heat Maps in a nutshell. It’s Max’s favorite support manager tool (and mine too) because it allows you to get a pulse on every open case and act fast. Plus it’s visually awesome!

This 3-minute clip shows you how to use Agent Heat Maps.

Build or Buy? Do Both

There are more tools than ever for customer support and success, and building tools has never been easier. But when you’re deciding which capabilities you should keep in-house and which to source, it helps to use a proven framework. The CS leaders from our conference last fall did just that:

This Build vs. Buy framework will help you be prepared.

Leadership Lesson with Judi

Sanjeet Bali is a master in keeping support teams motivated and performing at their best. As an executive, she gives great advice on the importance of strategic integration and collaboration across departments. If you’re planning an upward career move this is a great discussion to absorb.

Don’t miss this 15-minute chat with Sanjeet Bali.

Curious about what’s new at SupportLogic?

Every Friday, I host a completely open demo. Get a bird’s eye view of your support agents, reduce MTTR, or track at-risk customers from one dashboard. Join me to see how – here’s a direct link to register.

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Harvey Lee’s marketing newsletter made a great point last week that applies to CS leadership and coaching your team:

“Let me share a revelation that transformed my approach to leadership: there are no neutral conversations. Every interaction either builds or erodes trust.”

I love the absolutism in that phrase because, if you internalize it, every conversation has a clear purpose in the forward progress of your team.

Tips & Tricks

This week’s tip is the #1 reason why our customers are successful – by predicting customer escalations before they happen. Max Greene shows how the Escalation Review workflow helps teams act on these predictions and cut escalation rates in half.

This 3-minute video shows you how.

Event Watch

The conference sessions from Bengaluru are now on YouTube. Watch the 5-minute keynote highlight here.

The conference deep dives focused on how to eliminate knowledge gaps, manual coaching, and operational inefficiencies. I love how these sessions lead with live demos and get into the AI behind these workflows. Here’s a playlist of every session.

Lessons in Leadership

Leading a team through serious innovations in AI? That’s what Chitra Madhwacharyula, Director of Customer Success Operations at NVIDIA, has done. She joins “15 Minutes with Judi” to share her blueprint for making CS organizations *operationally* viable. This discussion is sure to leave you with some new ideas for your team.

Here’s the 15-minute episode.

Curious about what’s new at SupportLogic?

Every Friday, I host a completely open demo. Get a bird’s eye view of your support agents, reduce MTTR, or track at-risk customers from one dashboard. Join me to see how – here’s a direct link to register.

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James Clear’s weekly email is filled with inspirational quotes, and this week I’m leaving you with one that resonates with CS:

“Remain playful as your responsibilities increase. It’s easy to become serious when people and results depend on you, but nearly everyone’s performance improves when they proceed lightly through the world.”

Tips & Tricks

This week, Max Greene shows us how to find the biggest case drivers. By looking at sentiment labels at scale, you can take customer feedback to your product team, find coachable moments, and pinpoint issues causing repeated friction. Identifying case drivers is the first step toward reducing case volume and average time to resolution.

This 1-minute video shows you how.

Event Watch

Our event in Bengaluru last week was a success! I encourage you to check out Chief Product Officer Karan Sood’s product keynote from our live conference back in October for a snapshot of what was discussed. Watch the 37-minute video here.

Next Office Hours, we’ll help you build the business case for AI tools. This session will highlight real-world examples and measurable ROI, helping you make the case to leadership. Here’s a link to register.

AI Deep Dive

If you’ve ever wondered how an escalation prediction works or how Netflix knows your interests, the key piece of technology is called a “gradient boosted classifier.” Think of it as a series of decision trees that learn from previous errors to form a final decision. Think of a decision tree as a game of Plinko that arrives at a right or wrong answer. If this sounds cool, Alex Mably goes into detail on how it all works, and it’s a great way to learn about a fundamental part of AI.

This 3-minute video explains it.

Curious about what’s new at SupportLogic?

Every Friday, I host a completely open demo. Last week, attendees got a deep dive on how Routing Agent automates assignments to save time and error. Join me and get your questions answered  – here’s a direct link to register.

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After rotating my desk to face the sunlight I’ve been looking for more ways to get energized in the morning. Trading phone light for sunlight has been a big difference maker. Here’s a 6-minute explanation of why – have you tried this?

Tips & Tricks

This week, Max Greene highlights the power of Alerts inside SupportLogic. Alerts allow you to take customer signals like Confusion, Frustration, and Likely to Escalate and then notify anyone when one of them occurs. You can also take signals like Feature Request and Documentation Request and send them right to product and engineering. What a way to break down data silos and use the voice of the customer.

This 3-minute video shows you how.

CCO Conversation

Julie Baxter Rudd, VP of Global Customer Support at Elastic, shares with SupportLogic CCO Judith Platz some very inspiring ways to be a great leader. From building a culture of positivity to getting her team in the performing mood, their conversation on team building is sure to inspire.

Watch the 17-minute conversation here.

Event Watch

I invite you to join us for our next Office Hours – we’ll be discussing the business case for a Support Experience platform. This session will highlight real-world examples of how SupportLogic is improving operational efficiency, reducing costs, and delivering measurable ROI. We’ll also demonstrate why maintaining the status quo can be so costly. Here’s a link to register.

Next week, I’ll have highlights for you from the Support Experience AI Conference – India happening today.

Curious about what’s new at SupportLogic?

Every Friday, I host a completely open demo. Join me to see what’s new and get your questions answered. How to set up an alert? How does Shifts work? What about the CRM widget? Get your questions answered – here’s a direct link to register.

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On most days, I listen to this Calming Classical playlist, and it’s a great way to stay calm and productive – check it out and let me know if it works for you, too.

Tips & Tricks

This week’s tip is the ultimate backlog extinguisher – watch the 6-minute video here. I love this clip because it’s a real difference-maker for the folks who follow the steps. Max breaks it down in a few steps.

CCO Conversation

Check out CCO Judith Platz’s conversation with Sri Velamoor, VP of Global Support and Product Enablement at Workiva – listen to the 12-minute conversation here.
I love Sri’s perspective on adding innovation to support operations. He’s using AI across his org in some very unique ways.

Event Watch

With the large event happening next week in India, next week I’ll update you on our virtual events. In the meantime, CEO Krishna Raja explained Cognitive AI Cloud at Web Summit in Qatar – watch the 3-minute summary here.

Curious about what’s new at SupportLogic?

Every Friday, I host an open demo. Join me to see what’s new and discuss your support needs. What is the cognitive AI cloud? How does Routing Agent work, or the CRM widget? Get your questions answered – here’s a link.

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Last but not least, I hope you find a serene moment in your day to reflect on this week’s successes. Support is never finished, but the wins must be recognized.