Supportlogic

Introducing SupportLogic, the all-in-one Support Experience management platform that revolutionizes the way businesses handle customer support. By extracting valuable customer sentiment signals, SupportLogic enables businesses to predict and prevent escalations, reduce churn, and protect and grow revenue.

Key Features:

🔹 Support Operations:

- **Escalation Management**: Predict and prevent escalations for more efficient resource allocation.

- **Sentiment Analysis**: Unlock the voice of the customer beyond traditional surveys.

- **Backlog Management**: Improve support response time and reduce time to resolution.

- **Intelligent Case Routing**: Assign the right resource to every customer issue, improving CSAT.

- **Proactive Alerts**: Alert stakeholders across your business to solve issues faster.

- **Account Health Management**: Analyze support outcomes and monitor at-risk accounts.

- **Swarming & Collaboration**: Loop experts into customer issues using your preferred messaging app.

- **Customer Support Analytics**: Drill into customer sentiment and product friction with custom reporting.

- **SLA/SLO Management**: Streamline support operations with easy-to-use reporting.

- **Text Analytics**: Identify trends across conversations to find and fix service issues.

🔹 Quality Monitoring and Coaching:

- **Automatic Quality Monitoring**: Monitor all support channels with zero additional QA resources.

- **Predictive CSAT and CES Scores**: Act on leading indicators to improve quality metrics.

- **Agent Coaching**: Perform consistent and objective coaching in real time.

- **Scorecard Builder**: Create custom rubrics for performance evaluation.

- **QA Reporting**: Leverage powerful reporting to manage support quality effectively.

- **Voice Analytics**: Detect call quality and coach on all support conversations.

🔹 Agent Productivity:

- **Case Summarization**: Get context and troubleshoot quickly using Generative AI.

- **Priority Assist**: Predict escalations and reduce case handling time.

- **Case Response Assist**: Engage confidently with Generative AI-fueled responses.

- **Translation Assist**: Resolve cases in any language using Generative AI.

- **Screen Recording**: Provide personalized support with a reference for customers.

🔹 Predictive and Generative AI for Customer Support: Predict and prevent customer escalations, observe and act on the voice of the customer in real time.

Use Cases:

✓ Detect hidden insights about customer satisfaction, issue urgency, and potential revenue risks from every support interaction.

✓ Gain a deeper understanding of every customer relationship and take decisive action in real time.

✓ Engage every agent to foster more effective support while delivering soft skills and other coaching moments.

✓ Get ahead of potential churn events with an early warning system that empowers both support and customer success teams to protect and grow revenue.

Unlock the power of SupportLogic and transform your support experience today.