Supportlogic

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

SupportLogic is an all-in-one Support Experience Management platform designed to enhance customer support operations. It utilizes advanced features and technologies to predict and prevent escalations, reduce churn, and protect and grow revenue. Here are some 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 coach 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:
   • Use Cases: Predict and prevent customer escalations, gain 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.

SupportLogic provides a comprehensive solution to manage and optimize the support experience, leveraging AI and advanced analytics for proactive and effective customer support.