Stop note taking. Automatically transcribe every support call.

Break down silos across channels and analyze every conversation for sentiment.

PRODUCT TOUR

Voice Agent

AI-powered voice analysis unearths not-so-obvious issues, patterns, keywords across all support interactions. Once the conversation is translated to text, sentiment, urgency, and intent are detected and reflected in the case’s scores.

“Without SupportLogic, I would  be completely lost. The results from using SupportLogic have been astonishing.”

Vineet Puri, SVP and Co-head Global Client Services, Cvent

56

%

REDUCTION IN
ESCALATION rates BY SALESFORCE

80

%

Reduction in escalation requests BY Nutanix

80

%

reduction in escalations BY basware

Combine Every Channel into One Dashboard

Parse voice & chat transcriptions and store them as case comments

Apply sentiment detection to 100% of your customer interactions: chat, voice, and email.

Monitor the quality of every call using over 40 sentiment signals

Detect nuances in customer calls, from frustration and confusion to commercial and product signals.

Efficiently coach support calls using tone detection

Every voice call is monitored for quality and passed through a rubric customized to your support quality expectations.

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.”