With the use of generative and predictive AI, SupportLogic’s support experience management platform helps companies safeguard their brand experience by anticipating and averting customer escalations.
By extracting customer sentiment signals in real-time, the platform enables businesses to listen to and respond to their customers. Businesses may more efficiently manage resources by anticipating and averting escalations with SupportLogic.
By using sentiment analysis to gain a deeper understanding of consumer sentiment, it transcends conventional customer surveys and lets customers speak for themselves.
Additionally, the platform provides intelligent case routing to match the appropriate resource to each client issue and increase customer satisfaction, as well as backlog management to boost support response and shorten time to resolution.SupportLogic sends out proactive alerts to all relevant stakeholders inside the company, enabling them to address problems more quickly.
In order to track at-risk accounts and analyze support outcomes, it also provides account health management. Through the use of preferred messaging apps, the platform facilitates swarming and collaboration by involving specialists in client issues.SupportLogic also provides a number of features that increase agent productivity, like case response assist for confident engagement with generative AI-fueled responses, priority assist to anticipate escalations and shorten case handling times, and case summarization using generative AI for speedy troubleshooting.
The technology also provides screen recording for individualized support, voice analytics to identify call quality and offer coaching, and translation assistance to enable agents to settle problems in any language.SupportLogic complies with security requirements, interacts with current ticketing systems and apps, and provides resources, events, webinars, and a blog for industry best practices and AI in customer support.
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