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In order to forecast and avoid escalations, decrease attrition, and safeguard and increase income, SupportLogic—an all-in-one platform for managing the support experience—extracts mood cues from customers. Important Characteristics 1. Better resource allocation is possible with the help of escalation management, which is an aspect of support operations. Sentiment Analysis: Unlock the consumer’s voice beyond traditional customer surveys. Better support response and faster resolution times are possible with backlog management. Improve customer satisfaction with intelligent case routing that assigns the proper resource to each client concern. Notify all relevant parties in your company at once to help you resolve problems more quickly with proactive alerts. Management of Account Health: Keep an eye on accounts that could be in danger and examine the results of support. Teamwork and Swarming: Use your favorite messaging app to bring in an expert to help with a customer’s problem. Analyze customer sentiment and product friction with the help of customer support analytics and tailor-made reports. Streamline support operations and connect to user-friendly reporting with SLA/SLO management. Text analytics: discover and resolve service issues by identifying trends across chats. 2. Automated Quality Monitoring: Keep tabs on all help channels with no extra QA staff needed thanks to our quality monitoring and coaching features. Predictive Customer Satisfaction and Customer Experience Scores: Use leading indicators to enhance quality metrics. Coach agents in real time while maintaining objectivity and consistency. Using the scorecard builder, you may make your own rubrics and use them to assess performance. QA Reporting: Improve your support quality management with the help of robust reporting. Voice analytics: monitor all support conversations for call quality and provide coaching for each one. 3. Agent Efficiency: Case Summarization: Use Generative AI to promptly get context and troubleshoot. Priority Assist: Reduce case handling time by predicting escalations. Use Generative AI-powered responses with confidence using Case Response Assist. Screen recording: offer clients individualized assistance they can go back to, and translation assistance: let agents handle problems in any language using Generative AI. 4. Support for Predictive and Generative AI for Customer Service: This feature aids in the prevention of customer escalations and the real-time observation and action based on customer voice. Using Use Cases, you may uncover valuable information about customer happiness, the urgency of issues, and potential dangers to revenue in every support encounter. Make better, more timely decisions by learning more about each customer relationship. Improve the efficiency of support while teaching agents soft skills and taking advantage of other coaching opportunities by involving all agents. A solution that alerts support and customer success teams to impending churn events can help safeguard and increase revenue.

Supportlogic Reviews