Stop Firefighting and Start Preventing Escalations

Use sentiment, urgency, and 40 customer signals to predict escalations

See How

40

%

Reduction in Customer Escalations

35

%

Reduction in Operational Expense

50

%

Reduction in Mean Time To Resolve (MTTR)

Escalation Prevention Customized to Your Case History

Predictive Intelligence with Prescriptive Recommendations

See escalations before they happen and take immediate action.

A Single Pane of Glass for Escalation Management

Manage every customer escalation in a powerful kanban board.

Track Incoming Escalation Requests

Leverage the power of industry-tuned NLP to see exactly where customer interactions escalate.

Escalation Prediction with a Machine Learning Feedback Loop

Fine-tune the escalation prediction engine to your specific needs by providing feedback via an intuitive UI. Machine learning models will automatically adapt to your needs based on your feedback.

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Escalation Workflows

Track escalations by customer account. Identify the engineering and product issues associated with the escalations. Add and edit escalation notes and share progress.

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Track Escalations

Understand what is driving customer escalations. Identify patterns and slice and dice the data by region, priority, or any one of your case fields.

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Case Sharing

Share case details with your engineering or customer success teams. Enable collaboration between cross-functional teams. Create slack channels for escalations with a simple drag and drop.

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Reduced Customer Escalations by 40%

“Our collaboration with SupportLogic has leveled up our customer support experience and has resulted in a 40% reduction in escalations.”

Chad Singleton

Vice President of Support Readiness

How Nutanix Reduced Their Escalations

40

%

Reduction in Escalations

90

+

NPS

97

%

csat

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Case Studies

Qlik Reduced Escalations by 30% in Just Six Months

Qlik faced the operational challenge of transforming its support team from reactive to proactive to prevent escalations and better prioritize cases. To achieve this, the company turned to SupportLogic’s AI-powered continuous service experience platform. By leveraging SupportLogic’s customer sentiment and attention metrics, Qlik was able to reduce customer escalations by 30% in just six months for its core analytics product.