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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Nutanix Leveled Up Customer Support Experience

Nutanix has made support an integral part of its customer experience; it’s become a competitive advantage to foster customer loyalty and drive revenue. But 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 Net Promoter Score (NPS) score. To help tackle this challenge, it turned to SupportLogic.

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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.

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Fivetran Reduced Customer Churn By 25%

As a result of its rapid growth, Fivetran faced the operational challenge of scaling its service, support, and success teams to manage its expanding customer base. It needed to do this while maintaining the high level of customer service on which the company has built its reputation. To tackle this challenge, Fivetran turned to SupportLogic.

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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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