Stop reacting to escalations.
Start predicting and preventing them.

Cut escalation rates in half by taking action on AI predictions.

PRODUCT TOUR

Escalation Agent

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.

“First and foremost, we saw north of fifty percent reduction in our escalations – game changer.”

Katherine Sullivan, SVP Customer Success, Salesforce

56

%

REDUCTION IN
ESCALATION rates BY SALESFORCE

80

%

Reduction in escalation requests BY Nutanix

80

%

reduction in escalations BY basware

The Enterprise Solution for Escalation Management

Manage escalations end-to-end

Put out the smoke before the fire and leverage customer sentiment, urgency, and 40 other signals to predict escalations.

Swarm with escalation reviews and native messaging

Reassign, add an internal case note, or loop in an expert outside of support using Slack or Teams.

Identify patterns in customer escalations with custom reports

Ditch excel sheets and manage escalation metrics with detailed reporting.

How Escalation Agent Works

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.”