Cut escalation rates in half by taking action on AI predictions.
PRODUCT TOUR
Escalations can cost three times more to address and resolve than a regular case. Escalation Agent analyzes key factors like customer history, case activity, urgency, responsiveness, and sentiment to make an accurate prediction. The AI model is powered by decision trees and gradient boosting, giving your team advanced warning to act and reduce escalations.
Katherine Sullivan, SVP Customer Success, Salesforce
%
REDUCTION IN
ESCALATION rates BY SALESFORCE
%
Reduction in escalation requests BY Nutanix
%
reduction in escalations BY basware
Put out the smoke before the fire and leverage customer sentiment, urgency, and 40 other signals to predict escalations.
Reassign, add an internal case note, or loop in an expert outside of support using Slack or Teams.
Ditch excel sheets and manage escalation metrics with detailed reporting.
“SupportLogic enables us to operate far more efficiently and effectively and focus on elevating the customer experience.“
VP, Global Customer Support, Certinia
%
REDUCTION IN ESCALATION RATE
%
DECREASE IN TIME TO RESOLUTION
CSAT FROM TAKING ACTION ON SENTIMENT
“72% of our strategic customers have improved customer sentiment.”
VP, Customer Support, Basware
%
Reduction in Escalations
%
IMPROVEMENT IN CUSTOMER HEALTH SCORE AMONG VIP CUSTOMERS
%
IMPROVEMENT IN CUSTOMER HEALTH SCORE AMONG STRATEGIC CUSTOMERS
“Whenever we witness a surge in negative sentiment, our team springs into coordinated action, and the outcomes we achieve are consistently on target.”
SVP, Customer Success, Salesforce
%
Reduction in Escalation Rates
<
%
ESCALATION RATE SINCE USING SUPPORTLOGIC
%
PRODUCTIVITY GAIN FOR EVERY SWARM LEAD AND MANAGER
“[SupportLogic can] look at the actual content, process it intelligently, and generate alerts and signals to intercept and intervene at the right time.”
SVP Support and Customer Success, Databricks
+
%
increase in csat
+
%
Partner CSAT
%
Reduction in SLA misses
Reduce escalations and cut through backlog to increase customer retention and revenue with the first Support Experience Platform
