Last updated on
Company health
Ratings
SupportLogic description
SupportLogic is an AI-powered customer support platform designed for B2B tech companies. It analyzes customer interactions from various channels like emails and support tickets to identify potential issues and predict customer satisfaction. This allows your support team to proactively address issues, prevent escalations, and improve response times. SupportLogic integrates with existing ticketing systems and offers features like automated case routing, sentiment analysis, and performance reporting.
Who is SupportLogic best for
SupportLogic is an AI-powered customer support platform for B2B tech companies. It analyzes customer interactions to identify potential issues and predict customer satisfaction, enabling proactive support and preventing escalations. Users praise its proactive alerts and centralized customer sentiment view, but some note occasional inaccuracies in escalation predictions. SupportLogic integrates with existing ticketing systems and offers automated case routing, sentiment analysis, and performance reporting.
-
Best for medium to large B2B tech companies (101+ employees).
-
Ideal for software, IT, and telecommunications companies.
SupportLogic features
| Supported SupportLogic generates reports on resolution times, customer satisfaction, and agent productivity. |
| Supported SupportLogic uses AI to predict and prevent escalations, improving customer satisfaction. |
| Supported SupportLogic integrates with ticketing systems like Salesforce, Jira, and Zendesk. |
| Supported SupportLogic analyzes support interactions and other data to assess account health for proactive management. |
| Supported SupportLogic uses AI to analyze customer interactions and proactively alerts teams of potential issues. |
| Supported SupportLogic analyzes customer interactions like emails and support tickets to determine customer sentiment. |
SupportLogic reviews
We've summarised 21 SupportLogic reviews (SupportLogic G2 reviews) and summarised the main points below.
- Proactive escalation prediction and management.
- Real-time alerts and insights via the console.
- Improved customer satisfaction and reduced churn.
- Centralized view of customer sentiment and support performance.
- Actionable insights for product prioritization and customer intervention.
- Limited third-party integrations, some users desire more options.
- Some inaccuracy with "Likely To Escalate" alerts.
- Occasional false alerts.
- Lack of business hours definition impacts SLA management.
- Some modules need further development and flexibility.
SupportLogic alternatives
Esri ArcGISBetter for visualizing location data and spatial analysis. Caters to a wider range of industries and has more momentum. A good SupportLogic competitor for users focused on geospatial data.Read more
UiPath: Robotics Process Automation (RPA)Better for automating repetitive tasks across various industries. Suitable for companies of all sizes.Read more
Nutanix Cloud Infrastructure (NCI)Better for organizations needing simplified IT infrastructure management across various deployment models. Caters to a broader range of industries and company sizes. Has significantly more momentum in terms of employee growth.Read more
BaswareBetter for managing company spending and procurement processes. Geared towards finance and IT departments in mid-size and large companies with global operations or complex needs. A SupportLogic competitor and alternative, Basware is growing faster.Read more
BrazeBetter for marketing automation and multi-channel customer engagement. More suitable for companies focused on personalized messaging and targeted campaigns. Caters to a wider range of industries including Healthcare, Wellness & Pharma, Finance, Banking & Insurance, E-commerce, Retail, Consumer Goods, Manufacturing, Education, Real Estate & Construction, Hospitality & Tourism, Media & Entertainment, Software, IT & Telecommunications, Energy & Utilities, Marketing & Advertising, Professional Services, and Automotive, Aerospace & Defence. Has slower momentum currently.Read more
TotangoBetter for larger SaaS companies focused on customer success and reducing churn. Lower ratings on Glassdoor compared to SupportLogic, and slower momentum. Users report slow performance and lack of email integration.Read more
SupportLogic FAQ
What is SupportLogic and what does SupportLogic do?
SupportLogic is an AI-powered platform for B2B tech companies seeking to enhance their customer support. It analyzes customer interactions, predicts potential escalations, and offers actionable insights to improve customer satisfaction and streamline support operations. It integrates with existing ticketing systems and provides sentiment analysis and performance reporting.
How does SupportLogic integrate with other tools?
SupportLogic integrates with popular ticketing systems like Salesforce, Jira, and Zendesk. This allows for streamlined workflows, automated case routing, and a centralized view of customer interactions. It enhances support operations and improves overall customer satisfaction.
What the main competitors of SupportLogic?
Alternatives to SupportLogic include Totango, which focuses on customer success management, and Braze, known for its personalized customer engagement. Other options for specific needs include UiPath for task automation and Nutanix for cloud infrastructure.
Is SupportLogic legit?
SupportLogic appears to be a legitimate platform. It receives positive ratings on Glassdoor and users appreciate its proactive support and insights. However, potential users should be aware of some limitations regarding third-party integrations and occasional alert inaccuracies. Consider these factors when evaluating if SupportLogic is safe and suitable for your needs.
How much does SupportLogic cost?
I cannot find pricing details for SupportLogic. Contact SupportLogic directly to discuss product pricing and available plans to determine if it's worth the investment for your needs.
Is SupportLogic customer service good?
SupportLogic receives positive feedback for its ability to provide actionable customer sentiment insights and predict escalations, leading to improved customer satisfaction and proactive support. However, some users mention occasional inaccuracies with alerts.
Reviewed by
Michal has worked at startups for many years and writes about topics relating to software selection and IT management. As a former consultant for Bain, a business advisory company, he also knows how to understand needs of any business and find solutions to its problems.
Tymon is a seasoned CTO who loves finding the perfect tools for any task. He recently headed up the tech department at Batmaid, a well-known Swiss company, where he managed about 60 software purchases, including CX, HR, Payroll, Marketing automation and various developer tools.