SupportLogic delivers the world’s first support experience (SX) management platform that enables companies to proactively understand and act on the voice of the customer to build healthy relationships and maximize customer lifetime value. SupportLogic SX uses predictive and generative AI to extract and analyze customer sentiment signals from both structured and unstructured data and provides recommendations, content and collaborative workflows. SupportLogic is helping global enterprises like Databricks, Qlik, Nutanix, Rubrik, and Snowflake to prevent customer escalations, reduce churn and elevate the customer support experience. To learn more, visit supportlogic.com.
External link for SupportLogic
Use real-time alerts on customer sentiment, product feedback, and churn risk to protect and grow revenue
San Jose, California 95128, US
SupportLogic reposted this
I’m happy to share that I've received my certificate for completing SupportLogic Core for Support Managers and End Users in the SupportLogic Academy! @SupportLogic empowers me with invaluable insights from support interactions that help me elevate the Support Experience by preventing customer escalations, reducing churn, and acting on the voice of the customer in real-time. #SupportLogic #SXLive #ProfessionalDevelopment #SupportLogicCertified
🔍 Is your customer support missing the mark? Discover how Precision RAG and AI-powered solutions are redefining knowledge management to bridge the gap in our upcoming webinar. 📅 Join us: Thursday, August 1st, at 11 AM PST / 2 PM EST. 🎤 Featuring industry visionaries: John Ragsdale (TSIA) Vineet Puri (Cvent) Sariel Moshe (xFind) Judith Platz (SupportLogic) 💡 Explore how Cvent is making waves and see SupportLogic's revolutionary approach to transforming knowledge management. 👉 Secure your spot! Register now: https://loom.ly/TBtKzO0 #TSIA #RAGTechnology #xFind #Cvent #SupportLogic
📣 The inaugural SX Live Summit is coming! 📣 📅 October 7-8 📍 San Jose, CA Here’s what awaits you at this event: 🌐 Curated sessions on real-world AI applications for support 🔍 SupportLogic deep dives and best practices 🛠️ Workshops and product certification to master SupportLogic 🤝 Exceptional networking with AI/ML experts and industry leaders Save your spot here: https://loom.ly/cd2NXls #SXLiveSummit2024 #SXLive #SX #CX #AI
SupportLogic reposted this
🌟What an incredible evening at the CSS Executive Forum in Boston!🌟 It was fantastic to reconnect with colleagues and forge new industry connections at the MIT campus in Cambridge. We heard from distinguished speakers and had great conversations on evolving customer service and strategic AI: 🔹 Simon Bamberger of BCG highlighted AI's impact on self-service, reduced service volumes, and improved customer and employee experiences. He outlined 36 AI use cases across four stages of the customer service journey. Bamberger noted that while early applications like issue summarization and email drafting are common, advanced use cases like resolution recommendations and diagnostics require deeper integrations. 🔹 Kate Sama emphasized rapid AI use case testing for quick adaptation - pivot or power up. Drawing from her experience in disruptive marketplaces and at HubSpot, she stressed the need for trust, agility, and critical thinking in AI. Sama introduced a framework for prioritizing AI opportunities based on impact, ease, and system flexibility, advising on starting manageable projects, gathering feedback, and iterating swiftly. She highlighted the importance of a scrappy MVP, leadership buy-in, and continuous evaluation. 🔹 Stephan Gelinas cautioned against isolated transformation, advocating for purposeful evolution. He explained Ciena's Strategic Evolutionary Program (STEP), which guides its multi-year improvement journey and focuses on patience, vision, strategy, innovation, continuous learning, adaptability, and resilience. Stephan praised partnerships with Neuron7.ai and Sutherland for their roles in AI-driven case resolution and service delivery. 🔹 Will O'Keeffe discussed the need for efficiency and speed for Cybersecurity care at Mimecast. O'Keeffe addressed overcoming internal AI skepticism by aligning initiatives with business needs and praised AptEdge for enhancing knowledge management, improving data quality, and fostering continuous learning to transform customer outcomes and support operations. 🔹 David Sudbey underscored the critical role of AI in modernizing customer service. He advocated shifting from SaaS to "Customer Service as a Software," using AI to enhance customer interactions and deliver top-notch customer and employee experiences. Sudbey predicted a rise in call volumes with AI assistants and agents with high-quality voice interactions. He demonstrated AI's potential in advanced conversational capabilities. 🔹 Omid Razavi emphasized AI's benefits while stressing the need for trust, transparency, governance, data quality, learning, and change management. He described #CSSForums as platforms for industry leaders to share experiences and discuss AI deployment challenges and results. These forums foster a #CSSCommunity dedicated to responsible and effective AI use. 🔹Vishal Agrawal presented DevRev platform. Looking forward to continuing these conversations and shaping the future of #CSS together! SupportLogic SuccessLab
💡 How did Cvent's support team start delivering precise answers and faster resolutions? We've got you covered! Join our August 1st TSIA webinar to discover how AI and precise knowledge engines can transform your support operations. 🔍 What’s on the agenda? - The impact of knowledge assistance on knowledge management and customer support. - Strategies to harness LLMs for enhancing knowledge experiences without compromising quality and security. - The evolution of information retrieval and precision RAG and their future implications for service organizations. Register today: https://loom.ly/TBtKzO0 #TSIA #CX #AI #RAGTechnology #xFind #Cvent #SupportLogic
Our "Shoot for the Stars" Challenge sparked a revolution in Support Experience! We're inspired by participants' dedication to increasing positive sentiments. 🌟 Huge thanks to everyone involved: 8x8, Automation Anywhere, Bandwidth Inc., BMC Software, Calix, Demandbase, Informatica, Mews, Q2, Rubrik, SPS Commerce Emma Miller, Karthikeyan Ramaswamy, Pradeep Narayanaswamy, Brianna Rogers, Stela Koleva, Rachel Letchumanan, Deborah Hartman, Brian Collins, Sudheendra Rao, Niranjan Panigrahi, Tricia Blank, Abhijit Das, Alicia Bish Together, we are transforming the future of Support Experience! 🚀 Cheers to our top performers: 8x8, Rubrik, SPS Commerce, Mews, Demandbase, Q2, Calix You are all truly world-class Support Whisperers. We are thrilled to announce that Emma Miller and the incredible team at 8x8 have triumphed in this quarter's SL SX Challenge, "Shoot for the Stars," by increasing positive sentiment by an outstanding 65%! 🏆 Emma Miller, your leadership and dedication have been instrumental in achieving this milestone. A heartfelt congratulations to you and the entire 8x8 team behind this success! Nir Galpaz, Kenneth Law Let's keep pushing boundaries and setting new standards in Support Experience! #SXChallenge #SupportWhisperer
📅 Mark your calendars! On August 1, 2024, at 2:00 PM EST, unlock the future of customer support in our TSIA webinar: "How to Deliver Fast, Accurate Answers to Customer Support Problems." Discover how AI-driven answers can boost efficiency and quality. Hear from industry trailblazers, including: John Ragsdale, Distinguished Researcher and VP, Technology Ecosystems, TSIA Judith Platz, Chief Customer Officer, SupportLogic Vineet Puri, SVP Global Client Services, Cvent Sariel Moshe, Co-Founder & Chief Product Officer, xFind Plus, learn how Cvent is revolutionizing support with precision RAG technology. 👉 Register today and secure your spot: https://loom.ly/TBtKzO0 #TSIA #CX #AI #RAGTechnology #xFind #Cvent #SupportLogic
Join the CSS Executive Forum in Boston, where post-sales and product leaders will share their insights on transforming customer experience. Proudly sponsored by SupportLogic, SuccessLab, and Boston Consulting Group (BCG), this event brings together a stellar lineup of CCOs and CSS leaders for a night centered on AI-driven customer service. Connect with experts, network with peers, and dive into the future of support together. 🗓️ July 17 ⌚ 5:30 PM EST 📍CIC Cambridge @ 1 Broadway 🔗 https://loom.ly/wICgRVw Don’t miss this chance to be part of the transformation! #AI #GenAI #Voice #CX #CS #CustomerSupport #CSS #CSSForum #Boston #SuccessLab #SupportLogicpport #CSS #CSSForum #Boston #SuccessLab #SupportLogic
SupportLogic reposted this
I’m happy to share that I've received my certificate for completing SupportLogic Core for Administrators in the SupportLogic Academy! SupportLogic empowers me with invaluable insights from support interactions that help me elevate the Support Experience by preventing customer escalations, reducing churn, and acting on the voice of the customer in real time. #SupportLogic #SXLive #ProfessionalDevelopment #SupportLogicCertified
SupportLogic reposted this
I’m happy to share that I've received my certificate for completing SupportLogic Core for Administrators in the SupportLogic Academy! @SupportLogic empowers me with invaluable insights from support interactions that help me elevate the Support Experience by preventing customer escalations, reducing churn, and acting on the voice of the customer in real-time. #SupportLogic #SXLive #ProfessionalDevelopment #SupportLogicCertified