Supportlogic

SupportLogic: An Advanced Support Experience Management Platform

SupportLogic is an all-in-one support experience management platform that leverages the power of AI to extract customer sentiment signals. With its advanced capabilities, SupportLogic helps businesses predict and prevent escalations, reduce customer churn, and protect and grow revenue.

Key Features:

1. 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.

2. 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 provide coaching on 100% of support conversations.

3. 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.

4. Predictive and Generative AI for Customer Support:

This feature provides businesses with the ability to 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.

Experience the power of SupportLogic today and unlock the full potential of your support operations. Give it a try and revolutionize your customer support experience!