SupportLogic Launches SX™ Platform and Applications to Transform Customer Support

The SupportLogic SX platform is designed to enable the transformation of support organizations into smarter, proactive teams delivering an elevated support experience. SupportLogic SX includes a number of value-added AI-powered applications solving critical issues facing support organizations today, including:

  • SX Prevent: The heart of the SX platform, providing AI signal mining to power a myriad of predictive and actionable insights gleaned from assist interactions to prevent “fire drills” and drive assist more proactive.
  • SX Prediction: A set of customer escalation prediction and prevention tools that improves customer satisfaction (CSAT) while reducing costly escalations.
  • SX Elevation: Agent management, coaching and quality monitoring to improve employee satisfaction and increase retention.
  • SX Keep: Assessing customer health and predicting churn to provide support and customer success teams with the tools they need to deliver proactive and remarkable experiences.

“Positive customer experiences cannot exist without a great support experience, and support employees play a key role in that,” said Krishna Raja Raja, founder and CEO of SupportLogic. “SupportLogic SX improves the employee and customer experience in a single package. And SupportLogic delivers valuable insights that fuel the entire business, customer success, product teams, and even sales and marketing , so businesses can protect and grow customer revenue.”

Improvements and new features

New additions to the SX Portfolio include enhanced case assignment and escalation capabilities, as well as enriched CRM tools like Salesforce with SX sentiment data for deeper customer insights and more informed decisions.

Improved case assignment

When Intelligent Case Assignment users in SX Predict assign a case to an agent based on our AI-powered recommendations, they now have more choices:

  • Recommended: See a list of agents ranked by stack, ranked by their suitability for working on this case, powered by SupportLogic’s powerful ML model. Limit recommendations to only agents working on the queue the case was assigned to, or expand the list to include multiple queues.
  • Search for agents: Managers can now search for specific agents within the support team, even those not under their management, to identify the best fit and availability for a given case to ensure a smooth experience. consistent and positive customer support.
  • Route to another queue: This is used when a case has been mistakenly assigned to the wrong queue, or if the queues are organized by shifts and the case needs to be transferred to another team at the end of the shift of work.

“SupportLogic has had a real impact on the efficiency of our support operations, and a major addition has been the ability to immediately identify the best agent to support a particular case at any given time,” said patrick martin, Vice President of Technical Support at Coveo and guest speaker at SX Live. “The impact of smart case assignment on our efficiency is a 54% improvement in median case resolution time.”

Learn more about Coveo’s use of Intelligent Case Assignment in by Patrick Martin full overview of SX Live HERE.

Escalations by customer groups

In SX Prevent, cases can be grouped under a single customer account to better understand account health, and cases in any escalation-related state (Likely escalation, Escalation Requested, Escalation, Previously Planned ) are now listed in a single table, making it easy to identify all cases in an account that need your attention.

Sentiment scores in Salesforce

SX Predict and SX Retain now provide sentiment scores for each case to be updated in your Salesforce instance at regular intervals throughout the life of a case to give case workers real-time insights to take the right action at the right time.

Today’s announcement marks the latest evolution of SupportLogic’s vision: to transform the role of support with AI-powered insights that help companies improve agent engagement while protecting and increasing revenue. through high support experience. The company leveraged its pioneering signal mining methodology to create a portfolio of applications tailored to the exact needs of B2B support organizations.

“The true value of the support experience is finally being understood as an essential part of any CX strategy,” said Gordana Warga, Director, Global Support, Kustomer at Meta and recent guest speaker at SX Live. “It’s important that we see tools created that not only make the support experience less taxing for the customer, but also make it easier and more rewarding for the support professionals themselves. It’s great to see that the community around the support experience is strong and growing.”

A replay of Gordana’s SX Live panel session, The Revenue Impact of Support Experience, is available HERE.

To access all SX Live content archives, visit: https://sxlive.com/on-demand

The SupportLogic SX platform generates impressive ROI for support organizations. SX application users have experienced substantial benefits, including a 40% reduction in escalations, a 65% reduction in case review time, a 35% reduction in operating costs, and up to 25% customer churn rates.

SupportLogic SX is delivered as a cloud-based solution for rapid ROI and integrates seamlessly with leading CRM and ticketing systems. To learn more, visit: www.supportlogic.com

About SupportLogic

SupportLogic offers the world’s first Support Experience (SX) platform that enables businesses to proactively understand and act on the voice of the customer to build healthy relationships and maximize customer lifetime value. SupportLogic SX uses AI to extract and analyze customer sentiment signals from structured and unstructured data and provides recommendations and collaborative workflows. SupportLogic helps global companies like Databricks, Qlik, Nutanix, Rubrik, and Snowflake prevent customer escalations, reduce churn, and improve the customer support experience. To learn more, visit supportlogic.com.

SOURCE Support Logic

Joseph P. Harris