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Salesforce slashes escalations 56% using real-time sentiment data!
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 * Solutions
   * Support Operations
     * Escalation ManagementPredict and prevent escalations to allocate
       resources more effectively
     * Sentiment AnalysisGo beyond customer surveys and unlock the voice of the
       customer
     * Backlog ManagementImprove support response and reduce time to resolution
     * Intelligent Case RoutingAssign the right resource to every customer issue
       and improve CSAT
     * Proactive AlertsSolve issues faster by alerting stakeholders across your
       business
     * Account Health ManagementAnalyze support outcomes and monitor at-risk
       accounts
     * Swarming & CollaborationLoop experts into customer issues using your
       preferred messaging app
     * Customer Support AnalyticsDrill into customer sentiment and product
       friction using custom reporting
     * SLA/SLO ManagementConnect to easy-to-use reporting and streamline support
       operations
     * Text AnalyticsIdentify trends across conversations to find and fix
       service issues
   * Quality Monitoring and Coaching
     * Automatic Quality MonitoringMonitor 100% of support channels with zero
       additional QA resources
     * Predictive CSAT and CES ScoresAct on leading indicators to improve
       quality metrics
     * Agent CoachingPerform consistent and objective coaching in real time
     * Scorecard BuilderCreate custom rubrics and evaluate performances based on
       your criteria
     * QA ReportingLeverage powerful reporting to better manage support quality
     * Voice AnalyticsDetect call quality and coach on 100% of support
       conversations
   * Agent Productivity
     * Case SummarizationGet context and troubleshoot quickly using Generative
       AI
     * Priority AssistPredict escalations and reduce case handling time
     * Case Response AssistEngage with confidence using Generative AI-fueled
       responses
     * Translation AssistEmpower agents to resolve cases in any language using
       Generative AI
     * Screen RecordingGive customers personal support they can reference
 * Why SupportLogic?
   * * * Why SupportLogicLearn why SupportLogic’s all-in-one Support Experience
         management platform should be your first investment — increasing
         customer observability and preserving relationships.
     * * Customer StoriesSee why world-class brands and support leaders trust
         SupportLogic
       * How It WorksGo in depth on the 40 sentiment signals detected from your
         support interactions
       * ROI CalculatorsSee how your support operations can benefit from
         SupportLogic
     * * Our StoryLearn how our values guide our products and how we work
         together as a team
       * IntegrationsIntegrate with your existing ticketing system and apps and
         go live within 45 days
       * SecuritySupportLogic is ISO 27001 and SOC II Type 2 certified, GDPR and
         HIPAA compliant
 * Customers
 * Resources
   * * * Resource CenterExplore product videos, infographics, ebooks, white
         papers, and more.
     * * Events & WebinarsConnect with in-person and virtual events or stream
         our on-demand library
       * BlogStay current on AI in customer support and industry best practices
       * Support Experience Maturity ModelTake a free maturity assessment to see
         how your organization measures up
     * * SX Live LibraryGrow your brand’s support experience and take insights
         from industry thought leaders
       * Product ToursSee how you can benefit from customer sentiment-infused
         workflows
       * NewsroomKeep up with SupportLogic news and the latest product
         announcements
 * Support
   * Support Portal
   * Community
   * Release Notes
   * Contact Us
 * Book a Demo


PREDICTIVE AND GENERATIVE AI
FOR CUSTOMER SUPPORT

Protect your brand experience:
Predict and prevent customer escalations.
Observe and act on the voice of the customer in real time.

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DON’T MISS WHAT SUPPORT LEADERS ARE SAYING ABOUT AI AND THE FUTURE OF SUPPORT

Enter SX Live


TRUSTED BY LEADING TECHNOLOGY COMPANIES





TURN YOUR SYSTEM OF RECORD INTO A SYSTEM OF ACTION

SupportLogic works with what you already use, unlocking the customer insights
trapped within your ticketing system and providing actionable recommendations
that can be used across your entire organization (support, product, engineering,
sales, and customer success).

Explore Integrations



OBSERVE AND ACT ON THE VOICE OF THE CUSTOMER ACROSS EVERY SUPPORT USE CASE.

Finally, extract the voice of the customer and use those insights to transform
the role of support.

SUPPORT OPERATIONS EFFICIENCY

Predict and prevent escalations, reduce time to resolution, and drill into
customer sentiment to grow and protect customer relationships.

Learn More

QUALITY MONITORING & COACHING

Monitor 100% of support channels and act on predictive CSAT and CES scores to
improve metrics.

Learn More

AGENT PRODUCTIVITY

Empower support engineers to solve cases quick with the help of predictive and
generative AI tools

Learn More
Previous

SUPPORT OPERATIONS EFFICIENCY

Predict and prevent escalations, reduce time to resolution, and drill into
customer sentiment to grow and protect customer relationships.

Learn More
Your browser does not support HTML5 video.

QUALITY MONITORING & COACHING

Monitor 100% of support channels and act on predictive CSAT and CES scores to
improve metrics.

Learn More
Your browser does not support HTML5 video.

AGENT PRODUCTIVITY

Empower support engineers to solve cases quick with the help of predictive and
generative AI tools

Learn More
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INNOVATIVE SUPPORT AND SUCCESS LEADERS LOVE SUPPORTLOGIC

“Whenever we witness a surge in negative sentiment, our team springs into
coordinated action, and the outcomes we achieve are consistently on target.”

KATHERINE SULLIVAN

SVP, Customer Success, Salesforce

SALESFORCE SLASHED ESCALATION RATES BY 56%

56

%

Reduction in Escalation Rates

<

2

%

ESCALATION RATE SINCE USING SUPPORTLOGIC

13

%

PRODUCTIVITY GAIN FOR EVERY SWARM LEAD AND MANAGER

Read Case Study

“Our management team uses SupportLogic as our eyes everywhere.”

PATRICK MARTIN

VP of Technical Support, Coveo

COVEO REDUCED TIME TO RESOLUTION FROM 4 DAYS DOWN TO 2

53

%

Decrease in MTTR

+

31

%

increase in First-Day Resolution

56

%

Reduction in Escalation Requests

Read Case Study

“[SupportLogic can] look at the actual content, process it intelligently, and
generate alerts and signals to intercept and intervene at the right time.”

MATT BLAIR

SVP Support and Customer Success, Databricks

DATABRICKS TAKES A PROACTIVE APPROACH TO SUPPORT

+

20

%

increase in csat

+

9

%

Partner CSAT

40

%

Reduction in SLA misses

Read Case Study

“Our collaboration with SupportLogic has leveled up our customer support
experience and has resulted in a 40% reduction in escalations.”

CHAD SINGLETON

Vice President of Support Readiness, Nutanix

NUTANIX REDUCED ESCALATIONS AND IMPROVED CSAT

40

%

Reduction in Escalations

90

+

NPS

90

%

CSAT

Read Case Study

1/4


SUPPORTLOGIC RESOURCES

Visit Resource Center


TSIA WORLD ENVISION 2023

Greg Johnson

Growth Marketing Manager, SupportLogic

Join SupportLogic at TSIA World Envision in Las Vegas, Nevada. Check out our
speaking session October 17 on “Predictive and Generative AI – The Hype,
Reality, and Real-World Use Cases for Transforming Customer Support and
Success”. And stop by booth 509 for SupportLogic swag, a product demo, or just
to say hi!

Learn More
Webinars

20 MINUTES / TWICE A DAY: YOUR RX FOR ESCALATION REDUCTION

Escalations are a costly, time-intensive distraction for everyone from
individual team members to the C-Suite.

Reducing escalations is in the interest of the entire organization. And with
proven workflows in SupportLogic, 20 minutes twice a day is all it takes to see
meaningful results.

Watch On-Demand
Blog

STUDY: CUSTOMER SENTIMENT DETECTION DRIVES FASTER CASE RESOLUTION

Data that shows how customer sentiment detection and workflow automation are
making support teams more efficient.

Read More


ELEVATE YOUR SUPPORT EXPERIENCE

Reduce escalations and cut through backlog to increase customer retention and
revenue


TAKE A TOUR

Experience SupportLogic at
your own pace

Take a tour


LET’S TALK

Get a live demo from a SupportLogic expert

Book a demo
 * Solutions
   * Support Operations
     * Escalation Management
     * Backlog Management
     * Intelligent Case Routing
     * Sentiment Analysis
     * Proactive Alerts
     * Swarming & Collaboration
     * Account Health Management
     * Customer Support Analytics
     * Text Analytics
     * SLA/SLO Management

 * Solutions
   * Quality Monitoring and Coaching
     * Automatic Quality Monitoring
     * Agent Coaching
     * Predictive CSAT & CES Scoring
     * Scorecard Builder
     * QA Reporting
     * Voice Analytics
   * Agent Productivity
     * Case Summarization
     * Case Response Assist
     * Priority Assist
     * Translation Assist
     * Screen Recording

 * Customers
 * Why SupportLogic
   * Customer Stories
   * ROI Calculators
   * Our Story
   * How It Works
   * Integrations
   * Security
   * Leadership & Investors
   * Careers

 * Resources
   * Resource Center
   * Events
   * Blog
   * SX Live Library
   * Product Tours
   * Newsroom
 * Support
   * Support Portal
   * Community
   * Release Notes
   * Contact Us

Elevate your customer support experience. Shift from reactive to proactive.


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 * Data Processing Addendum
 * Information Policy
 * Master Services Agreement

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