Description

Escalation Management: Predict and prevent escalations, allowing you to allocate resources more effectively. This feature helps in addressing potential issues before they become major problems.

Sentiment Analysis: Gain insights into customer sentiment beyond traditional surveys. By analyzing customer interactions, SupportLogic helps you unlock the true voice of the customer, allowing you to understand their feelings and experiences.

Backlog Management: Improve support response times and reduce time to issue resolution. This feature ensures that customer issues are addressed promptly, reducing wait times.

Intelligent Case Routing: Assign the right resources to each customer issue, ensuring that the most qualified personnel handle each case. This helps improve Customer Satisfaction (CSAT) by providing more effective support.

Proactive Alerts: Quickly identify and address issues by alerting stakeholders throughout your organization. This feature ensures that problems are addressed promptly and efficiently.

Account Health Management: Analyze support outcomes and monitor accounts that may be at risk. By tracking account health, you can take proactive measures to retain customers and prevent churn.

Swarming & Collaboration: Collaborate effectively by looping in experts using your preferred messaging app. This feature enables your team to work together seamlessly to resolve complex customer issues.

Customer Support Analytics: Gain deeper insights into customer sentiment and product friction through custom reporting. This helps you make data-driven decisions and improve the overall customer support experience.

SLA/SLO Management: Streamline support operations by connecting to easy-to-use reporting tools. This feature ensures that your support team can meet service level agreements (SLAs) and service level objectives (SLOs).

Text Analytics: Identify trends across customer conversations to discover and address service issues. This feature helps in finding and fixing issues that may be affecting your customer support quality.

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