SupportLogic is a pioneering Support Experience (SX) management platform designed to help companies proactively understand and act on the voice of the customer, thereby building healthy relationships and maximizing customer lifetime value.
What SupportLogic Does
SupportLogic is tailored for global enterprises, enabling them to prevent customer escalations, reduce churn, and elevate the overall customer support experience. The platform leverages advanced AI technologies, including predictive and generative AI, to extract and analyze customer sentiment signals from both structured and unstructured data. This insights-driven approach allows companies to make informed decisions and improve their customer support operations.
Key Features and Functionality
AI-Powered Sentiment Analysis and Escalation Prediction
SupportLogic uses AI to analyze customer sentiment signals, providing real-time insights that help in predicting potential escalations. The
Escalation Prediction feature is crucial in identifying and mitigating issues before they escalate, making it easier for support teams to manage cases effectively.
Generative AI Capabilities
The platform has integrated generative AI to enhance various aspects of customer support:
- Agent Assist: Offers tonality, grammar assistance, compliance, and soft skills coaching to support agents. It also enables agents to prioritize cases, transcribe calls, and track customer commitments.
- Response Assist: Generates accurate, context-aware replies to help agents resolve cases more efficiently.
- Language Translation: Provides real-time, bi-directional language translation with sentiment and keyword detection, allowing support teams to support customers globally without language barriers.
Unified View and Data Integration
SupportLogic offers a
360-degree view of customer data, allowing businesses to utilize all SupportLogic data in business intelligence tools to create comprehensive dashboards. This integration enables the combination of raw data, sentiment scores, and escalation predictions with other data sources to provide a holistic view of the customer journey.
Account Health Scores and Summarization
The platform provides
Account Health Scores that go beyond support, helping Customer Success Managers, Account Managers, and Sales teams understand the health of their customer accounts. Additionally, it offers
case and account summarization features that provide rollup summaries, enabling leaders to quickly get up to speed on customer activity without needing custom reports.
Quality Assurance and Coaching
ElevateSX is a feature that uses AI for quality assurance, analyzing every chat, email, and voice conversation to provide performance insights. This helps in saving hundreds of hours per month and improving overall efficiencies and productivity.
Role-Based User Management and Customization
SupportLogic allows for
Role-Based User Management, enabling the creation of customized roles and access controls. This ensures that different teams within the organization have the right level of access and visibility to the data and features they need.
Integration and Workflow Tools
The platform integrates with various tools, including Salesforce, through plugins like the
Salesforce iFrame Plugin. It also offers features like
Assignment Board,
Virtual Queues, and
CRM Queues to filter and manage cases efficiently.
In summary, SupportLogic is a robust SX management platform that leverages AI and data analytics to enhance customer support operations, improve agent productivity, and provide a unified view of customer data. Its advanced features and integrations make it a valuable tool for global enterprises aiming to deliver exceptional customer experiences.
