Case Studies

Salesforce Slashes Escalations 56% and Gains Manager Productivity

Leveraging signal extraction for sentiment analysis and escalation prediction, Salesforce cut their escalation rate by 56%, acted on product insights surfaced from customer sentiment signals, and returned an hour of productivity back to every support manager’s day.

Case Studies

Delinea Immediately Reduces Ticket Severity and Transforms Support Operations

Delinea recognized a need to transform its support organization to keep pace with its accelerating growth. Jerry Stalick and his team led the initiative in improving the efficiency of the support team.

Case Studies

Informatica Partners with SupportLogic to Accelerate AI with Business Impact

In just 45 days, Informatica redirected resources to new initiatives and made their support managers more efficient by monitoring sentiment across every customer interaction.

Case Studies

Zywave Protects Itself Against Surprise Escalations

The support organization at Zywave was looking to transform from a reactive model to a more proactive support experience. Additionally, they wanted to shift from a cost center to position support as a strategic element of the overall customer experience.

Case Studies

Coveo Slashes Case Resolution Time with Intelligent Routing

Before using SupportLogic, Coveo was already investing heavily in creating an exceptional customer support experience. But with most issues handled via self-service, agents faced more and more issues with which they were unfamiliar due to the lack of skill-based routing.

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.

Case Studies

Nutanix Leveled Up Customer Support Experience

As the company’s customer base has grown exponentially, so too did its support case volume. Nutanix needed to accommodate this rapid growth while maintaining its excellent customer service and best-in-class NPS score. To help tackle this challenge, they turned to SupportLogic.

Case Studies

8×8 Predicts Escalations and Transforms to Proactive Support

Customer support is critical for 8x8, which handles some 20,000 support cases every month. The company offers global, 24/7 access to 8x8 experts via live chat support, along with a robust knowledge base and other resources. Missing from their tech stack, until recently, was the ability to proactively address customer issues before they escalate.

Case Studies

Fivetran Reduced Customer Churn By 25%

As a result of its rapid growth, Fivetran faced the operational challenge of scaling its service, support, and success teams to manage its expanding customer base. It needed to do this while maintaining the high level of customer service on which the company has built its reputation. To tackle this challenge, Fivetran turned to SupportLogic.

Case Studies

Databricks Reduced SLA Misses by 40% and Increased CSAT

Customer support is critical for Databricks, which services more than 5,000 global organizations. As the company scaled, however, it found it was missing an essential piece of the customer service puzzle: the ability to identify and rectify customers’ most urgent concerns and frustrations as they arose. Databricks knew it needed to leverage an AI-based platform that could identify customers’ sentiments and case trends in real-time in order to optimize customer support.