Supportlogic

What is Supportlogic

Supportlogic is an AI-driven platform for managing customer support experiences, focusing on post-sales observability. It leverages predictive and generative AI to prevent escalations, analyze sentiment, and monitor support quality across channels. The platform enhances agent productivity through automated tools and integrates with existing ticketing systems, aiming to transform customer support into a proactive function.

Key Features of Supportlogic

- 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.