Stop reacting to escalations.
Start predicting and preventing them.

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“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.

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.

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.”

Matt Blair

SVP Support and Customer Success, Databricks

Databricks takes a proactive approach to support

+

20

%

increase in csat

+

9

%

Partner CSAT

40

%

Reduction in SLA misses

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Elevate Your Support Experience

Reduce escalations and cut through backlog to increase customer retention and revenue with the first Support Experience Platform