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What is SupportLogic?
SupportLogic is an enterprise-grade AI platform that revolutionizes B2B customer support operations through contextual intelligence and predictive analytics. The platform monitors every support interaction in real-time, extracting sentiment signals and providing actionable insights across multiple channels including CRM, support tickets, chat, and voice communications.
Operating through a secure virtual private cloud, SupportLogic employs advanced NLP analytics and AI agents to address critical support challenges such as escalation prevention, knowledge management, case prioritization, and quality monitoring. The platform has demonstrated significant results for enterprise clients, including up to 80% reduction in escalations and 25% improvement in mean time to resolution.
Features
- Real-time Sentiment Analysis: Extracts sentiment signals from every customer interaction
- Escalation Prevention: Predicts and prevents customer escalations proactively
- Knowledge Management: Predictive answer engine integrated within CRM
- Quality Monitoring: Automated monitoring of all support channels
- Intelligent Routing: AI-powered case assignment to appropriate resources
- Account Health Tracking: Analysis of support outcomes and at-risk accounts
- Snowflake Integration: Data cloud integration for sentiment and prediction analysis
Use Cases
- Reducing customer escalation rates
- Improving support team efficiency
- Enhancing customer satisfaction scores
- Monitoring agent performance
- Identifying product feedback patterns
- Preventing customer churn
- Streamlining knowledge management
FAQs
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How long does it take to integrate SupportLogic with existing systems?
SupportLogic can be integrated with existing ticketing systems and apps within 45 days. -
What security certifications does SupportLogic have?
SupportLogic is ISO 27001 and SOC II Type 2 certified, GDPR and HIPAA compliant. -
What channels does SupportLogic monitor?
SupportLogic monitors omnichannel support including CRM, Support tickets, Chat, and Voice communications.
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