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The Ultimate Guide to Case Assignment, Part 1: Where Does Your Method Rank?
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Stop manual routing. Start assigning the right agent to every case.
Route cases with confidence using an AI agent that uses historical data to predict future success.
PRODUCT TOUR
Routing Agent
Several AI models combine to recommend the most capable and available support agent to every case. Routing Agent reads every case and constantly evaluates every agent’s case outcomes and communications to predict compatibility with their skill level. In all, the model takes four distinct factors into account: time overlap, skill match, bandwidth, and customer experience.
“In the 3 months since we started using SupportLogic for Intelligent Case Assignment, we have seen a 50% reduction in MTTR.”
Patrick Martin, Chief Customer Officer, Coveo
53
%
REDUCTION IN
MTTR BY COVEO
28
%
Reduction in MTTR BY Certinia
31
%
increase in same-day resolutions for coveo
The enterprise solution for case assignment
Balance workload and manage priorities effectively
See how every factor contributes to the AI recommendation.
Increase efficiency and speed up resolution
Streamline case assignment and save resources by defining assignment hours and managing shifts.
Boost customer satisfaction through specialized support
Leverage AI knowledge of your team’s past customer history and skills to make the right assignment.
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
“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
“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
“[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
Elevate Your Support Experience
Reduce escalations and cut through backlog to increase customer retention and revenue with the first Support Experience Platform