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SupportLogic Reviews & Product Details

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SupportLogic Overview

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What is SupportLogic?

SupportLogic delivers the world's first continuous support experience (SX) platform that enables companies to understand and act on the voice of the customer in real-time to immediately improve service delivery, employee experience and build healthy and profitable customer relationships. SupportLogic SX uses AI to extract and analyze customer sentiment signals from both structured and unstructured data across multiple service channels and provides recommendations and intelligent collaborative workflows. SupportLogic is helping global enterprises like Qlik, Nutanix, Databricks and Rubrik transform their support organizations and evolve from reactive to proactive service delivery. To learn more, visit www.supportlogic.com

SupportLogic Details
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Product Description
SupportLogic is a provider of AI (Artificial Intelligence) technology for Support Teams. Leveraging Natural Language Processing (NLP) and Machine Learning (ML) SupportLogic integrates with your CRM of choice to highlight your most pressing customer cases. Our customers see thousands of complex software cases logged through their support portal and SupportLogic allows them to practice a last-in-first out approach by comprehending what's in the ticket and placing the most critical issues in front of the right engineers. With SupportLogic organizations have been able to reduce their monthly escalations by 20% or more while increasing agent productivity by aligning cases with the right expertise.
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SupportLogic
Description

SupportLogic is a technology company offering a platform designed to enhance customer support operations through advanced artificial intelligence and machine learning capabilities. Their platform aims to extract actionable insights from customer interactions and feedback, allowing organizations to proactively address customer issues, improve customer satisfaction, and prevent churn. By analyzing existing support tickets and communications, SupportLogic provides real-time intelligence and recommendations to help support teams prioritize critical issues, reduce response times, and optimize overall customer service performance.

Overview Provided by:
Martin Schneider
Chief Evangelist and Head of Solutions Marketing at SupportLogic

SupportLogic Media

SupportLogic Demo - Escalations Dashboard
SupportLogic helps you predict and prevent escalations, and manage currently escalated cases to ensure the best customer experience, all in one simple to use dashboard.
SupportLogic Demo - Sentiment Analysis
Analyze and act on customer sentiment signals - get ahead of churn and improve CSAT.
SupportLogic Demo - Agent Scorecard
Track agent performance over time.
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24 SupportLogic Reviews

4.6 out of 5
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24 SupportLogic Reviews
4.6 out of 5
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24 SupportLogic Reviews
4.6 out of 5
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SupportLogic Pros and Cons

How are these determined?Information
Pros and Cons are compiled from review feedback and grouped into themes to provide an easy-to-understand summary of user reviews.
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Cons
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MH
Senior Manager of Support
Mid-Market (51-1000 emp.)
"It's a critical transformative technology to ensure you meet customer needs."
What do you like best about SupportLogic?

I like the sentiment analysis on customer tickets

Alerting on customer sentiment allows you to act before cases are on fire Review collected by and hosted on G2.com.

What do you dislike about SupportLogic?

We have had a couple of non-critical UI bugs. Review collected by and hosted on G2.com.

LL
Manager customer support
Mid-Market (51-1000 emp.)
"Easy to use to stay on track with proactive escalation alerts"
What do you like best about SupportLogic?

Insightful and able to help me stay on top ensuring customer tickets don't get escalated. Review collected by and hosted on G2.com.

What do you dislike about SupportLogic?

As a new user, I would like to see more out of the box solutions and intuitive guides to help me analyze the data. Review collected by and hosted on G2.com.

Verified User in Computer Software
EC
Mid-Market (51-1000 emp.)
"Support Logic conveys customer sentiment in an objective and actionable manner"
What do you like best about SupportLogic?

The ability to share customer sentiment with the product team and show them from a quantifiable, objective point of view where our customers were struggling the most.

The information from Support Logic was consistent with the information I'd been communicating and It was great to have validation and, be able to present facts without frustration. Review collected by and hosted on G2.com.

What do you dislike about SupportLogic?

I didn't really have any dislikes. We were a pretty early adoptor and found everyone on the team helpful and committed to our success. Review collected by and hosted on G2.com.

Mohammed H.
MH
Go-To-Market Leader - Digital Infrastructure
Enterprise (> 1000 emp.)
"Awesome for Customer First Transformations across the CX lifecycle"
What do you like best about SupportLogic?

Multitude of Integrations and Ready to Use Jump start toolkits Review collected by and hosted on G2.com.

What do you dislike about SupportLogic?

Pricing Complexities when bundling with integrated platforms Review collected by and hosted on G2.com.

Alexander R.
AR
Strategic Education Consultant
Small-Business (50 or fewer emp.)
"SupportLogic is an innovative solution for pro-active support organizations!"
What do you like best about SupportLogic?

The ability to predict customer behaviors and render insights instantly to Support Managers, Escalation Managers and Support Leaders. Review collected by and hosted on G2.com.

What do you dislike about SupportLogic?

I don't dislike anything. Would love to see more integration options available for the solution. Review collected by and hosted on G2.com.

Mike B.
MB
Sr. Manager, Support Strategy & Innovation
Small-Business (50 or fewer emp.)
"Insights That Lead to Proactive Actions"
What do you like best about SupportLogic?

The most helpful thing about SupportLogic is that it gives us a clear view of our support system and how it is performing. By leveraging predictive insights, managers can prevent fires by focusing on the embers. It also allows us to see where improvements can be made and track the performance of our support team over time. Review collected by and hosted on G2.com.

What do you dislike about SupportLogic?

The least helpful thing about SupportLogic is our inability to analyze the data within SupportLogic deeply. Without the ability to load our data to a data warehouse, we cannot correlate outcomes and experiences across the Customer Support organization. The built-in reporting and analytics are excellent, but much more is desired. Review collected by and hosted on G2.com.

Christopher R.
CR
Senior Manager
Enterprise (> 1000 emp.)
"Ultimate Time Saver!"
What do you like best about SupportLogic?

The best feature has to be the Insights on the Console. This has saved us many times by alerting staff to a customer requesting a phone call or a case that is more urgent than initially logged. These Insights, delivered to a central location where actions are tracked, save us a ton of time and show our customers that we are actively listening to their feedback. Review collected by and hosted on G2.com.

What do you dislike about SupportLogic?

Slack integration is great, but MS Teams integration isn't as streamlined. I'm sure a lot of that has to do with MS Teams rather than SupportLogic, but there's current efficiency lost there, at least for now. Review collected by and hosted on G2.com.

Verified User in Information Technology and Services
UI
Mid-Market (51-1000 emp.)
"A must-have tool"
What do you like best about SupportLogic?

SupportLogic's sentiment model and alerts allow our team to address customer cases that are "Likely To Escalate" proactively, responding before a customer escalates. The Insights dashboard is easy to read and allows us to see cases that need the most attention. A must-have tool for any Support organization! Review collected by and hosted on G2.com.

What do you dislike about SupportLogic?

I can't think of anything that I don't like about SupportLogic. The SupportLogic team is responsive to our needs and will take our feedback to improve the product. Review collected by and hosted on G2.com.

Verified User in Computer Software
AC
Mid-Market (51-1000 emp.)
"SupportLogic enables a more proactive approach to support"
What do you like best about SupportLogic?

SupportLogic allows us to be more proactive and stay ahead of issues before they become larger. It also provides great insights as to where our team may need more enablement or we may need to evaluate if our internal processes are in the way of a better customer experience.

The integration with Slack really helps us make a more seamless experience for users and react even more quickly to alerts as well. Review collected by and hosted on G2.com.

What do you dislike about SupportLogic?

I would like to see a deeper integration capability with Salesforce so that we could really unlock the combined power of our Salesforce solution and the SupportLogic data to have even more actionable insights. I would also really like to see the ability to mark an alert actioned within Slack to reduce the time needed to pivot back and forth. Review collected by and hosted on G2.com.

Verified User in Computer Software
AC
Enterprise (> 1000 emp.)
"SupportLogic has a powerful value proposition and strong CSAT improvement potential"
What do you like best about SupportLogic?

SupportLogic has a powerful value proposition and the potential to have a significant business impact around Support CSAT improvements in general

What I find most powerful and useful is the Escalation prediction capability and all the tool features around it Review collected by and hosted on G2.com.

What do you dislike about SupportLogic?

SupportLogic is currently limited to the SL UI/Platform and lacks out-of-the-box integration capabilities so its features can be pushed into support service tools such as Salesforce

SupportLogic has great built-in reporting capabilities that allow you to navigate through alerts and sentiments BUT it could improve its reporting features portfolio in areas like users adoption and service actionable (e.g: how many alerts were sent and actioned vs ones that were not) Review collected by and hosted on G2.com.

Pricing

Pricing details for this product isn’t currently available. Visit the vendor’s website to learn more.

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Experience Management
Proactive Customer Retention
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Pros and Cons Details
SupportLogic