Supportlogic

SupportLogic: The All-in-One Support Experience Management Platform

SupportLogic is an all-in-one Support Experience Management platform that leverages AI technology to extract customer sentiment signals. By analyzing these signals, SupportLogic predicts and prevents escalations, reduces churn, and protects and grows revenue for businesses.

Key Features:

• Support Operations:
• Escalation Management: Predict and prevent escalations to allocate resources more effectively.
• Sentiment Analysis: Go beyond customer surveys and unlock the voice of the customer.
• Backlog Management: Improve support response and reduce time to resolution.
• Intelligent Case Routing: Assign the right resource to every customer issue and improve CSAT.
• Proactive Alerts: Solve issues faster by alerting stakeholders across your business.
• 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 using custom reporting.
• SLA/SLO Management: Connect to easy-to-use reporting and streamline support operations.
• Text Analytics: Identify trends across conversations to find and fix service issues.
• Quality Monitoring and Coaching:
• Automatic Quality Monitoring: Monitor 100% of 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 and evaluate performances based on your criteria.
• QA Reporting: Leverage powerful reporting to better manage support quality.
• Voice Analytics: Detect call quality and coach on 100% of 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 with confidence using Generative AI-fueled responses.
• Translation Assist: Empower agents to resolve cases in any language using Generative AI.
• Screen Recording: Give customers personal support they can reference.
• Predictive and Generative AI for Customer Support:
• This feature helps predict and prevent customer escalations and 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.