SupportLogic Review: Features, Integrations, and Pricing 2023
Every customer wants to be treated like royalty- getting fast and empathetic support at the slightest challenge they encounter. That’s what SupportLogic stands to provide to its subscribers. The significance of this service comes to full display when you consider the impact of providing excellent support.
A study by the Northridge Group reveals that 72% of customers will likely switch brands after one bad experience. On the other hand, 70% of customers will purchase more after excellent customer experience.
SupportLogic is a support experience (SX) software that helps companies understand the voice of customers in real-time. Acting on these insights, businesses can improve customer experience and build sustainable customer relationships. This article reviews SupportLogic to help you decide if it can move your support operations from proactive to reactive service delivery.
SupportLogic Overview
SupportLogic is a software that can help businesses improve their customer support and provide satisfactory services to customers. Using predictive and generative AI, it enables businesses to spot critical trends, predict, and prevent customer escalation.
Krishna Raj Raja founded SupportLogic in 2016. He worked as the first support manager at VMware, India, where he read several messages sent to support and anticipated areas where customers may have issues. But as the size of care grew, he couldn’t read every message, and service levels dropped.
Stemming from this experience, Krishna founded SupportLogic, the first support experience platform to automate several support tasks. He infused an AI-powered workflow into the software to analyze customer interaction and identify cases that need immediate attention.
Thanks to this innovation, customer support teams can now work more proactively and efficiently. It reduces escalations and helps support teams cut through backlogs. Considering the quality of service it offers, it’s no surprise why leading technology companies like Salesforce, Snowflake, Coveo, and Gainsight turn to SupportLogic to improve support operations.
- Established: 2016
- Founder: Krishna Raj Raja
- Headquarters: California, United States
5 Core Features SupportLogic
Expert Opinion
Rating: 4.6/5
SupportLogic is the first continuous support experience (SX) software that helps businesses act on the actual voice of the customer in real-time.
As we reviewed the software, we appreciated the ease of getting predictive insights into support systems. These insights come with helpful recommendations on how to improve your services and customer experience. For example, it alerts you when customers request a case or phone call that is even more urgent than how the support team initially logged it in.
The escalation prediction is top-notch, and SupportLogic also allows us to take proactive steps on customer sentiments. However, the company can make updates that will enable the easy customization of the Intelligent Case Assignment with different business needs. They can also work on increasing the accuracy of the alerts.
More so, the integration with Slack helps to foster better collaboration among team members. However, integrating with Microsoft Teams and other collaboration tools would be an excellent addition for companies not using Slack for in-house communication. We also hope to see more functionalities in its integration with Salesforce.
Altogether, SupportLogic is a good product for customer success and has an accommodating team. It significantly reduces the burden on our support team.
Notable Features of SupportLogic
SupportLogic boasts of robust features that help businesses streamline their support operations. Here are some notable features:
1. Efficient support operations
SupportLogic aids escalation management. With this feature, customers can get prompt responses to their inquiries at their initial point of contact without the need to involve higher management. This feature allows support teams to prioritize tasks using metrics like attention and sentiment scores.
SupportLogic boasts of an intelligent model that assigns the right support person to customer issues. This model blends case complexity and customer history with agents’ skills using five factors. These factors include company experience, skills match, time overlap, bandwidth, and case complexity match.
You can even dive deeper to understand how the factors’ rankings relate to the recommendation. Continuously streamlining case assignments can save resources and reduce the time needed to resolve an issue.
2. Sentiment Analysis
From a single dashboard, you can get views into customer sentiment in real time. The sentimental analysis feature allows you to go beyond biased customer surveys to unlock the actual voice of the customer. You can analyze customer sentiments using 40 different signals and see cases that require immediate attention and contain negative statements.
This can guide and prompt you to alert a support person in the company to assist. In response, you can choose an action from the case view. The options include reassigning the case, adding an internal case note, or looping in an expert who may be outside the support team, all through your native messaging application.
To stay ahead of customer issues, you can leverage this feature to set alerts for solving support cases. Small and medium-sized enterprises can reference the entire case history and collaborate more quickly this way.
3. Account Health Management
SupportLogic enables you to sustain customer relationships using several dimensions of support health indicators. This can help prevent customer churn, as you can identify and act on at-risk accounts. With the support health score dashboard, you can compute an account’s health score by taking the aggregate of relevant factors.
In addition, the software enables support agents to prioritize customers using “Needs Attention” and predictive sentiment scores. These metrics provide a clear view of cases you can focus on first. To make the process more accessible, you can leverage this feature to monitor a virtual group of customer accounts to track their support outcome, sentiment signals, and likely churn risks.
Harnessing the total value of support data can be helpful in pinpointing issues and acting in real-time. You can even compare customer support experience with leading indicators before getting detailed analytics into specific issues. Create subsets according to churn risks, NPS score, and more.
4. Automatic quality monitoring
To boost quality assurance (QA), you can leverage this feature to analyze every email, chat, and voice conversation rather than collecting performance insights from a fraction of case volumes. SupportLogic allows you to use customized AI models for 100% quality assurance of your support data. That will enable you to maintain your resources while streamlining your QA practices.
SupportLogic automates QA reviews from customer interactions to provide actionable agent coaching insights. You can tune auto QA for different regions, customer profiles, support types, and more. Leverage different conversation scenarios and support qualities to build scorecards.
You can take a more practical approach by developing your entire customer support team by coaching them in real time using manual QA. With SupportLogic, you can initiate multiple touchpoints to aid convenient coaching and team improvement. You can track feedback and disputes by facilitating development discussions.
5. Case Response Assist and Summarization
You can view the actual content of customer issues and process it to generate signals and alerts to intervene at a suitable time. This helps you improve customer outcomes through empathetic case responses focusing on formality, tone, and grammar. SupportLogic Response Assist reads the case’s full context and prepares responses that can help you assist customers.
Using generative AI, you can troubleshoot, get context, and generate case summaries to streamline casework. Troubleshooting cases is faster by using SupportLogic leading indicators to visualize where your focus should be. With case summaries and sentiment signals, you can transform your case queues into an intelligent inbox.
SupportLogic also allows you to translate customer and agent responses through its generative AI. You can leverage this feature to write responses in any language and translate incoming conversations into English. This allows you to serve customers in their language.
SupportLogic Integrations
SupportLogic integrates seamlessly with applications you already use so that you can pull insights from anywhere. It’s a non-intrusive cloud-based intelligent tool for your existing applications. Here are some of SupportLogic’s integrations:
1. Slack
You can manage your customer support team and send alerts to employees in an organization through Slack. Connecting Slack to your data can give you full case context, allowing you to add internal and external case notes, and route an escalation. SupportLogic enables you to include anyone in your company on Slack, see case details, update cases, and create a public comment.
2. Freshdesk
Integrate SupportLogic with Freshdesk to enhance your ticketing system through support automation and accurate customer signal detection. You also unlock benefits like signal extraction and AI analysis, case escalation prediction, intelligent routing, and customer churn prediction. Freshdesk integration features also allow you to reassign a case to a different owner, change case priority, and change case status.
2. Gainsight
You can integrate SupportLogic and Gainsight to read the interactions occurring in your support tickets to boost your customer experience. This integration allows you to push high-value signals to a custom object or timeline in Gainsight. Doing this helps your support team stay aware of the support experience round-the-clock.
SupportLogic integrates with other applications, including Zendesk, Jira, Microsoft Dynamics, Salesforce Service Cloud, and more. You can see the complete list of integrations here.
SupportLogic Pricing and Plans
SupportLogic currently doesn’t disclose its pricing information, but you can always request a demo through an online form on its website. To do this, you have to provide your email address and select your preferred date and time. The company will send the details for the demo to the email address you provided.
However, the earliest date you can select is the next day. Following the chatbot prompt, you can also schedule a call with a company representative. The chatbot is usually at the bottom of the page. You can get customized quotes based on your exact business needs.
Terms and Policies
SupportLogic’s privacy policy describes the processes for collecting, using, and disclosing your personal information when you use the software. The company describes personal data as any information that relates to or identifies a particular individual. When you provide information on the website or use their services, they get this data directly from you.
The company discloses and shares your personal data with select categories of service providers and other parties. They include advertising partners, analytics partners, and service providers. The company may collect personal information such as phone numbers, email, name, and third-party account credentials.
SupportLogic does not offer services or collect personal data from anyone under 16. As the company constantly tries to improve its services, it retains the right to change its policy occasionally. But they promise to alert you of such changes by putting a notice on their website or emailing you.
Customer Support
You can send a ticket from the website to contact the support team. To complete this process, the information you need to provide includes your name, job title, company name, company email address, and phone number. Then, you’ll include a custom message to indicate how the support team can help.
After submitting the form, you will receive an email through the address you fill in. You can also browse the company website to read its resources for information and updates on its products and services. Find information about the company on their social media handles:
- LinkedIn: SupportLogic
- Twitter: SupportLogic
- Facebook: SupportLogic
- Instagram: SupportLogic
You can also get help from the customer agent through the telephone line at +1 408-471-4710 or email info@supportlogic.io.
Conclusion
SupportLogic aims to drive efficiency and help support teams deliver better customer experience. The software is revolutionizing customer support with AI-powered insights, predictive analysis, issue prioritization, and seamless integrations. This tool promises to transform customer support into a strategic asset. Will you consider subscribing to SupportLogic? Request a demo from the company website to find out. You can also share your thoughts on the software on our social media channels.
Contributors: Roseline Sea-Nduka (Writer), John Ayanfe (Graphics designer)
