Stop Firefighting and Start Using Customer Escalation Management

Leverage customer sentiment, urgency, and over 40 signals to predict and prevent customer escalations

Try it out

56

%

Reduction in Customer Escalations

35

%

Reduction in Operational Expenses

53

%

Reduction in Time to Resolution

Customer Escalation Management Customized to Your Case History

Predictive AI with Recommendations

Escalation prediction lets you see customer escalations before they happen and take immediate action.

One Place for Escalation Management

Manage every customer escalation in a powerful kanban board.

Track Customer Escalations

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

Customer Escalation Prediction with a Machine Learning Feedback Loop

Fine-tune the customer 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.

Go To Product

Comprehensive Escalation Workflow

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

Go To Product

Track Escalation Support

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

Go To Product

Easy Case Sharing

Share case details with your engineering or customer success teams and collaborate without having to purchase extra CRM licenses. Create Slack or MS Teams channels with a simple drag and drop.

Go To Product

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

Read Case Study

Explore Resources From our Thought Leaders on Support Experience

Visit Resource Center

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.