Blog
AI in Customer Support: The Mindset Shift You Need for Success
AI in customer support is an exciting opportunity, but a big change. Learn how to approach this change with the right mindset for success.
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Slack App
SupportLogic + Slack = Instant actionable insights!!
SupportLogic provides insights into your support operations using big data analytics and machine learning. Our app for Slack lets users share cases and interact with other users from their organization directly in our SupportLogic SaaS application. It also allows SupportLogic alerts to be sent to users via a bot, as well as collected into a Slack channel.
In most enterprise workspaces, a Slack workspace admin will need to approve the application. Contact info@supportlogic.io for help installing the SupportLogic application for Slack.
Once approved, individual users can connect to Slack from either the Alerts page in our product, or when they try to share a case for the first time. To get to the Alerts page, simply navigate to the ‘My Alerts’ page from the main navigation bar. In order to share a case, open a case from the Console page or any case list and you will see the Share button.
Users attempting to perform these actions for the first time will be prompted to authenticate with their Slack account credentials and once done, they will be able to share cases with other users as well as create alerts that are sent via Slack directly, either to them or other users or channels.
Here is an example of a SupportLogic message via Slack.
Innovative Support Leaders Love SupportLogic
“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
“[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
“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
“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
