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.
Qlik is an AI–fueled business data integration and analytics platform. Its software closes the gaps between data, insights, and action and empowers people of all abilities to easily understand and work with data. Its customer roster includes Airbus, PayPal, Samsung, and Condé Nast. Founded in 1993, the company’s mission is to help enterprises worldwide “move faster, work smarter, and lead the way forward with an end-to-end solution for getting value out of data.” The company has been recognized by Gartner as a Magic Quadrant leader for Analytics and Business Intelligence Platforms for 11 consecutive years.
At the heart of the company is its support organization. As the “unified model for all Qlik customers,” Qlik Enterprise Support spans onboarding, community, knowledge base, support tickets, and more. Qlik’s five support centers handle 55,000 cases each year and are staffed by more than 150 service professionals. They serve over 50,000 customers across 100 countries.
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Qlik’s next steps with SupportLogic
Qlik’s future roadmap includes expanding its partnership with SupportLogic. This year, the company will introduce two new modules for intelligent agent management and intelligent customer management. With sentiment and attention analysis by SupportLogic, Qlik can intelligently route cases to the right group/individual and expand real-time customer insights to other organizations across the company.
Ultimately, Qlik aims to transition from case management to digital touchpoint support. The company is focused on enhancing the ability of customers to answer questions themselves and access the right information across all channels, whether they’re engaging via Twitter, phone, or the website. Expanding AI technology to those digital touchpoints will help Qlik become truly customer-centric. SupportLogic is helping them get there.