SupportLogic, AI-powered customer service analytics platform

With the pandemic highlighting the value of AI in customer services, we take a look at SupportLogic, an AI-powered customer service analytics platform

SupportLogic delivers the world’s first support experience (SX) platform that enables companies to proactively understand and act on the voice of the customer to build healthy relationships and maximise customer lifetime value.

SupportLogic SX uses AI to extract and analyse customer sentiment signals from both structured and unstructured data and provides recommendations and collaborative workflows. 

“Improving the customer support experience is key to protecting and growing revenue, and SupportLogic is the first solution purpose-built for support and service teams that prevents customer escalations and reduces case backlog to improve overall service levels,” said Krishna Raj Raja, founder and CEO of SupportLogic. “Our high customer demand for our solutions and this oversubscribed funding round indicate strong market validation. We will use these funds to drive growth and develop new product offerings that expand our value to the market.”

 

Recognised for AI work

Recently, SupportLogic was named in CRN Magazine’s 10 Hottest AI Startups of 2021 list and was named a “Hot Startup to Watch” in the 2021 Big50 Startup Report. A number of leading enterprise companies are already using SupportLogic SX, including Cloudera, Databricks, Fivetran, Khoros, Nutanix, Qlik, Rubrik, Snowflake, and others. Some customers have reported significant results from their use of SupportLogic, including:

  • 40% reduction in customer escalations
  • 25% reduction in customer churn
  • 60% reduction in case time review
  • 35% reduction in operational expenses

 

Funding 

SupportLogic has also announced it has closed a $50 million Series B funding round, led by WestBridge Capital Partners and General Catalyst. Existing investors Sierra Ventures and Emergent Ventures also participated in this new funding round.

The funding will support and accelerate SupportLogic’s growth and ongoing platform innovation, providing organisations with an artificial intelligence (AI)-based, next-generation service solution. This platform allows businesses to understand and act on the “voice of the customer” in real-time to enhance customer service and support, which helps to build brands, improve operational efficiency, and protect and grow revenue.

 

Enhancing customer service 

Founded in 2016, SupportLogic was initially developed to augment support ticketing systems by extracting underlying customer sentiment signals from unstructured data using Natural Language Processing (NLP) and surfacing insights and predictions. 

In February 2021, the company launched Agent SX, providing an easy-to-use console that delivers more context and insights on backlog cases to improve the quality of agents’ responses. In addition, it can adjust future caseloads and provides real-time performance metrics and coaching.

“Businesses in all industries are challenged by the need to retain and grow customer relationships, and this has been especially exacerbated during the pandemic era. The ability to assist and enhance customer service teams using AI can elevate a company’s performance and make the difference between success and failure,” said Sumir Chadha, Co-Founder and Managing Director at WestBridge Capital Partners.

 

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