Supportlogic

An all-in-one support experience management platform with predictive and generative AI for customer support, quality monitoring and coaching, and agent productivity features.

Pricing

Contact for Pricing$ 19/mo

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Tool Info

Rating: N/A (0 reviews)

Date Added: September 26, 2023

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Description

SupportLogic is a comprehensive platform that helps manage customer support experiences. It uses sentiment analysis to predict and prevent escalations, reduce churn, and protect and grow revenue. The platform offers features such as quality monitoring, coaching, and agent productivity tools to improve support operations and customer satisfaction. With predictive and generative AI, SupportLogic helps detect hidden insights about customer satisfaction and potential revenue risks.

Key Features

Escalation Management: A tool to predict and prevent escalations, allowing for more effective resource allocation.
Sentiment Analysis: A feature that goes beyond customer surveys to unlock the voice of the customer.
Backlog Management: A tool to improve support response times and reduce time to resolution.
Intelligent Case Routing: A feature that assigns the appropriate resource to each customer issue, improving customer satisfaction.
Proactive Alerts: A tool to alert stakeholders across a business, allowing for faster issue resolution.
Account Health Management: A tool to analyze support outcomes and monitor at-risk accounts.
Swarming & Collaboration: A feature that allows experts to be looped into customer issues using a preferred messaging app.
Customer Support Analytics: A tool to drill into customer sentiment and product friction using custom reporting.
SLA/SLO Management: A tool that connects to easy-to-use reporting and streamlines support operations.
Text Analytics: A feature that identifies trends across conversations to find and fix service issues.

Use Cases

Support teams in various industries can use SupportLogic to manage their support operations more effectively by predicting and preventing escalations, improving response time, and assigning the right resources to every customer issue.
Quality assurance teams can use the platform to monitor support channels, evaluate agent performance, and improve quality metrics.
Customer support agents can use SupportLogic to improve their productivity by getting context and troubleshooting quickly, predicting escalations, and using AI-fueled responses.
Companies can use the predictive and generative AI features to gain insights about customer satisfaction, issue urgency, and potential revenue risks, and take decisive action in real-time.
Support and customer success teams can use the early warning system to get ahead of potential churn events and protect and grow revenue.