Webinars

Imagine notifying anyone in your organization the moment a specific event or change occurs in a support case. Without technology, you would need dozens of agents dedicated to combing through case updates, subjectively flagging relevant ones, then manually assigning cases and updating key stakeholders. With Alerts, that is all automated.

Customer support is typically catching up with CSAT, NPS surveys, and other lagging indicators of customer satisfaction. This leaves teams reacting after a case has already closed, or making support operations decisions based on small sample sizes of survey takers. The better way is by using customer sentiment analysis.

The customer support landscape is rapidly evolving, driven by growing customer expectations and the latest in AI technology. In this new environment, organizations must adapt to new tools while continuing to improve customer experiences. How can agents best transition and where should their time be spent? Join Harish Batlapenumarthy and Joe Andrews on April 11th to learn how Auto QA solves this issue, allowing you to confidently QA 100% of your cases and accurately predict customer satisfaction metrics.

A replay of our in-person event from March 28 in Seattle, where support industry leaders discuss how their teams address business challenges with proven AI for Support solutions.

A replay of our in-person event from March 30 in Austin, where support industry leaders discuss how their teams address business challenges with proven AI for Support solutions.

In an environment with hiring freezes and a greater focus on efficiency, you’re expected to deliver positive customer experiences with fewer resources. Join Harish Batlapenumarthy and Joe Andrews on April 11th to learn how Auto QA solves this issue, allowing you to confidently QA 100% of your cases and accurately predict customer satisfaction metrics.

A comprehensive quality monitoring (QM) program is a proven way to retain customers by ensuring customer service quality standards are met. A QM program also helps team retention by providing timely, actionable feedback and coaching that helps agents grow and develop their careers.

Even with frozen headcount and a tighter budget, your support organization will be expected to improve the customer experience. Learn from finance leaders Joe Garafolo of Mosaic and Nick Tarnoff of SupportLogic as they share tips on how to sell to your CFO.

Escalations are a costly, time-intensive distraction for everyone from individual team members to the C-Suite. Reducing escalations is in the interest of the entire organization. And with proven workflows in SupportLogic, 20 minutes twice a day is all it takes to see meaningful results.