Case Studies

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.

Demandbase transformed its approach to customer support, using AI to monitor customer sentiment, analyze signals from case histories, and create a system for actionable insights.

Delinea recognized a need to transform its support organization to keep pace with its accelerating growth. Jerry Stalick and his team led the initiative in improving the efficiency of the support team.

In just 45 days, Informatica redirected resources to new initiatives and made their support managers more efficient by monitoring sentiment across every customer interaction.

Leveraging signal extraction for sentiment analysis and escalation prediction, Salesforce cut their escalation rate by 56%, acted on product insights surfaced from customer sentiment signals, and returned an hour of productivity back to every support manager’s day.

The support organization at Zywave was looking to transform from a reactive model to a more proactive support experience. Additionally, they wanted to shift from a cost center to position support as a strategic element of the overall customer experience.

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.

Qlik faced the operational challenge of transforming its support team from reactive to proactive to prevent escalations and better prioritize cases. To achieve this, the company turned to SupportLogic’s AI-powered continuous service experience platform. By leveraging SupportLogic’s customer sentiment and attention metrics, Qlik was able to reduce customer escalations by 30% in just six months for its core analytics product.

As the company’s customer base has grown exponentially, so too did its support case volume. Nutanix needed to accommodate this rapid growth while maintaining its excellent customer service and best-in-class NPS score. To help tackle this challenge, they turned to SupportLogic.