Reduce average resolution time by addressing the most pressing cases and customers with AI indicators.
PRODUCT TOUR
AI signals are converted into patented scores that reflect the overall health of every case and customer. Like a speedometer, the scores give you a quick read on every case’s health. When case sentiment turns negative or urgent, the model immediately pushes the case to the top of the queue. These early indicators help you quickly address the most pressing cases, letting you swarm resources, reassign a case, or check in with your team on status.
Chris Todd, Director, Support Quality & Service Enablement, Snowflake
%
REDUCTION IN
MTTR BY COVEO
%
Reduction in MTTR BY Certinia
%
Productivity gain for every salesforce manager
Filter for a subset of cases and use leading indicators to decide which cases need attention first.
Allocate resources more effectively by seeing the status of every agent’s backlog.
Drill into subsets of your support cases using powerful analytics and dashboards.
“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
