Stop losing productivity. Start elevating performance.

Leave the spreadsheets behind with objective and consistent coaching of 100% of your customer interactions.

PRODUCT TOUR

Coaching Agent

Coaching Agent is designed to save support managers time—helping them continuously engage with agents, develop skills, evaluate to a standard, drive more constructive dialogue, and reduce agent burnout while increasing retention. The model analyzes 100% of every agent’s queue against 19 signal types to find the ideal cases to review and a mix of positive, negative, and neutral interactions. This enables a balanced set of options for immediate coaching and case evaluation.

“We’re using SupportLogic not as a tool to punish, but as a coaching tool. To be proactive. Now we have the right behaviors understood by the whole team. This is the behavior that results in positive customer sentiment.”

Dominic Christiano, Vice President of Support, Rubrik

53

%

REDUCTION IN
MTTR BY COVEO

28

%

Reduction in MTTR BY Certinia

31

%

increase in same-day resolutions for coveo

The Enterprise Solution for Quality Management

Manual and automated QA workflows

Track every case while also diving in to coach situations in real time.

Coaching feedback and dispute loops

Agents get to see specific coaching criteria and develop faster with granular, automated feedback.

Monitor customer effort score

Track customer effort, an indicator of customers spending too many resources handling cases.

Cut Through the AI Hype and Get Real-World Results

“SupportLogic enables us to operate far more efficiently and effectively and focus on elevating the customer experience.“

Jenna Koontz

VP, Global Customer Support, Certinia

Real-time sentiment analysis has enabled proactive Support Experience

30

%

REDUCTION IN ESCALATION RATE

28

%

DECREASE IN TIME TO RESOLUTION

90

CSAT FROM TAKING ACTION ON SENTIMENT

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“72% of our strategic customers have improved customer sentiment.”

Arnoud Schouw

VP, Customer Support, Basware

Improved CX with shift from “product-centric” to “customer-centric”

80

%

Reduction in Escalations

93

%

IMPROVEMENT IN CUSTOMER HEALTH SCORE AMONG VIP CUSTOMERS

72

%

IMPROVEMENT IN CUSTOMER HEALTH SCORE AMONG STRATEGIC CUSTOMERS

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“Whenever we witness a surge in negative sentiment, our team springs into coordinated action, and the outcomes we achieve are consistently on target.”

Katherine Sullivan

SVP, Customer Success, Salesforce

Salesforce slashed escalation rates by 56%

56

%

Reduction in Escalation Rates

<

2

%

ESCALATION RATE SINCE USING SUPPORTLOGIC

13

%

PRODUCTIVITY GAIN FOR EVERY SWARM LEAD AND MANAGER

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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.”