Stop waiting for surveys. Start acting in real time.

Go beyond biased customer surveys with deep language analysis of the voice of the customer.

PRODUCT TOUR

Sentiment Agent

Customer sentiment is the discovery and measurement of how customers feel about your product, brand, or service. Three levels of analysis, combined with support domain expertise and millions of actual customer support examples, continually improve Sentiment Agent and evolve its ability to detect the voice of the customer: Fine-grained analysis, Emotion detection, and Aspect-based sentiment analysis. These combine to tell you how a customer is feeling without having to read and monitor every case.

“When a frustration signal comes in, we act to ensure that the case doesn’t escalate. We loop in the right people and change the course of the entire experience. These leading indicators have helped us change the experience for our customers.”

Sudheendra Rao, Director of Technical Support, Automation Anywhere

56

%

REDUCTION IN
ESCALATION rates BY SALESFORCE

80

%

Reduction in escalation requests BY Nutanix

80

%

reduction in escalations BY basware

Extract the Voice of the Customer Across 40 Signals

Jump on frustration and confusion signals early and improve CSAT

The dashboard is your single point of truth for every customer signal, showing you cases that need your attention and cases containing negative sentiment.

Use product sentiment signals to improve roadmaps

Recall feature requests and documentation gaps for any product and from any customer is minutes.

Connect metadata and sentiment to make impactful changes

Go beyond metadata and gain unprecedented clarity on the voice of the customer.

How Sentiment Agent and NLP Work

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.”