SupportLogic serves as a Support Experience Management Platform harnessing predictive and generative AI to safeguard brand experience by anticipating and mitigating customer escalations.
By capturing real-time customer sentiment signals, the platform empowers companies to heed the voice of the customer swiftly. With SupportLogic, businesses optimize resource allocation by proactively predicting and averting escalations, transcending traditional customer surveys to unravel deeper insights into customer sentiment.
Beyond sentiment analysis, SupportLogic enhances support operations with backlog management for expedited responses and intelligent case routing for tailored issue resolution. Proactive alerts expedite issue resolution by notifying stakeholders across the organization promptly.
Account health management enables the analysis of support outcomes and vigilance over at-risk accounts. Facilitating swarming and collaboration, the platform seamlessly integrates experts into customer issues via preferred messaging apps.
SupportLogic amplifies agent productivity with features like case summarization for rapid troubleshooting, priority assist for preemptive escalation prediction, and case response assist for confident engagement through AI-generated responses.
Furthermore, the platform extends support for multilingual interactions through translation assist, personalized support via screen recording, and call quality assessment with voice analytics and coaching capabilities.
Integrated with existing ticketing systems and applications, SupportLogic prioritizes security standards while offering a wealth of resources, events, webinars, and a blog to stay abreast of AI advancements in customer support and industry best practices.
