SupportLogic

• Predictive AI with recommendations: See customer escalations before they happen and take immediate action.
• One place for escalation management: Manage every customer escalation in a powerful Kanban board.
• Track customer escalations: Leverage the power of industry-tuned NLP to see exactly where customer interactions escalate.

Escalation Prediction with a Machine Learning Feedback Loop

• Fine-tune the customer escalation prediction engine to your specific needs by providing feedback via an intuitive UI. Machine learning models will automatically adapt to your needs based on your feedback.

Comprehensive Escalation Workflow

• Track escalations by customer account. Identify the engineering and product issues associated with the escalations. Add and edit escalation notes and share progress.

Track Escalation Support

• Understand what is driving customer escalations. Identify patterns and slice and dice the data by region, priority, or any one of your case fields.

Easy Case Sharing

• Share case details with your engineering or customer success teams and collaborate without having to purchase extra CRM licenses. Create Slack or MS Teams channels with a simple drag and drop.

• Collaborate with subject matter experts instantaneously: Leverage Slack, MS Teams, or email to share case and customer sentiment with anyone.
• Attack and reduce backlog like never before: Create custom case lists leveraging signals extracted by NLP such as predicted escalation.
• Identify cases that need attention right now: Pinpoint cases with breached SLAs, negative customer sentiments, or escalation requests.

Early Warning System

• Leverage the power of NLP to get notified in real-time when a customer is unhappy, or a case is likely to escalate.

Swarm, Collaborate, and Annotate

• Invite subject matter experts, sales, and customer success team members to provide additional customer context and resolve issues quickly. Annotate case data and start an internal conversation thread.

Case Information is Just One Click Away

• You can access case data and the entire case history with just one click from any case list.

Customize it Anyway You Want

• Configure alerts to your heart’s content with quick drag-and-drop functionality. Create personal alerts that notify only you, or system-wide alerts for a wider audience.

• Gain a holistic view of each account: Get a quick overview of outstanding tickets, escalations, and pending engineering/product issues.
• Track churn rate on your key accounts: Add key accounts as favorites and start receiving proactive alerts on your churn risk in personalized dashboards.
• Unlock customer insights from every support interaction: Extract customer sentiment, churn risk, product feedback, and more from support conversations.

Advanced Cohort Analysis

• Segment your customers by region, type, NPS score, churn risk, and a myriad of other factors and use filters for support analytics and drill-down.

Create Virtual Accounts and Groups

• Merge related and duplicate accounts without any modifications to your underlying ticketing system. Create cohort groups for your customers by region, CSAT/NPS score, etc.

Track and Manage Customer Health with Support Analytics

• SupportLogic uses a unique five-factor approach to calculating the “support health score” including sentiment and engagement trends, escalation history, and interaction cadence. Drive more proactive support and success initiatives with more accurate health scoring.

Track Customer Experience

• Track your customer experience without surveys. If you have an existing CSAT and NPS survey program you can integrate those results into the dashboard and get a holistic picture.

• Reduce escalations with better agent/case fit: Improve CSAT by getting the best available agent in contact with your customer quickly.
• Five distinct factors give you a holistic view of every recommendation: Route and assign cases using a continuously updated machine-learning model.
• Match the right agent to the case using natural language processing (NLP) based on relevant skills and experience: Infer the skills needed to solve every case and compares them against your team’s skills.

Five Factors Combine to Ensure the Optimal Agent is on Every Case

• Bandwidth
• Customer history
• Case complexity
• Skill relevancy
• Time overlap

Go Beyond Rules-Based Routing

• Identify optimal agents in real-time using machine learning and reduce the manual effort of case assignment and the inefficiencies of rules-based routing. Take advantage of a case routing system that “teaches itself” over time.

Resolve Cases Faster with Fewer Handoffs

• Let agents work the cases they know best, set them up for success, and boost your SLA and CSAT.

Automatically Audit Every Customer Interaction

• Drive consistent and objective agent coaching in real-time: Take advantage of AI-suggested case highlights and voice/speech analytics.
• Monitor 100% of your support channels: Use custom evaluation rubrics and customized AI models to QA 100% of your data.
• Scale support operations with zero additional QA cost: Consolidate your QA team while keeping costs flat.