Streamline support operations with predictive SLO management.

Merge traditional service-level metrics with indicators that help you create detailed objectives and benchmarks.

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Track service response time

Use KPI analytics to track exactly where service level objectives were missed.

Get alerts on missed SLAs

Turn your service-level objectives into an automatic notification system and alert anyone in your organization.

Configure service-level objective metrics

100% configurable metrics allow you to tune SLAs and SLOs to your preference.

Why support teams love SupportLogic

“Our collaboration with SupportLogic has leveled up our customer support experience and has resulted in a 40% reduction in escalations.”

Chad Singleton

Vice President of Support Readiness

Reduce escalations and improve CSAT

40

%

Reduction in Escalations

90

+

NPS

90

%

CSAT

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“Our management team uses SupportLogic as our eyes everywhere.”

Patrick Martin

VP of Technical Support

Reduce mean time to resolution from 4 days to 2

53

%

Decrease in MTTR

+

31

%

increase in First-Day Resolution

56

%

Reduction in Escalation Requests

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“[SupportLogic can] look at the actual content, process it intelligently, and generate alerts and signals to intercept and intervene at the right time.”

Matt Blair

SVP Support and Customer Success

Take a proactive approach to support

+

20

%

increase in csat

+

9

%

Partner CSAT

40

%

Reduction in SLA misses

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“I’m excited about Customer Support delivering a delightful service experience at every stage of the customer journey, in addition to resolving customer issues.”

Daniel Coullet

VP, Customer Success at Scale and Support Service

Reduce escalations and better prioritize cases

30

%

ReduCtion in escalations

+

4.7

/ 5

Partner CSAT

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Explore Resources on SLA Management

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Case Studies

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.

Report: Customer sentiment drives faster case resolutions

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.

Elevate Your Support Experience

Reduce escalations and cut through backlog to increase customer retention and revenue

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