Case Studies

Basware Slashed Customer Escalations and Strengthened Customer Health

Basware integrated AI-driven sentiment analysis and escalation prediction, aiming to proactively identify and address customer pain points.

Read More

How Demandbase Cut Escalations by 25% Within 6 Months

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.

Read More

Delinea Immediately Reduces Ticket Severity and Transforms Support Operations

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.

Read More

Informatica Partners with SupportLogic to Accelerate AI with Business Impact

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

Read More

Zywave Protects Itself Against Surprise Escalations

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.

Read More

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.

Read More

Qlik Reduced Escalations by 30% in Just Six Months

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.

Read More

Nutanix Leveled Up Customer Support Experience

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.

Read More

8×8 Predicts Escalations and Transforms to Proactive Support

Customer support is critical for 8x8, which handles some 20,000 support cases every month. The company offers global, 24/7 access to 8x8 experts via live chat support, along with a robust knowledge base and other resources. Missing from their tech stack, until recently, was the ability to proactively address customer issues before they escalate.

Read More