Knowledge stays with the individuals and it is difficult to share insights with sales, engineering and product teams.
Quality of metadata captured in the ticketing system is poor and there is tremendous signal loss.
Customer data is fragmented and duplicated, collating data is tedious.
You are reacting to one problem after another and unable to stay proactive and resolve issues before it's too late.
Focusing on numerical metrics affects your team's behavior negatively and often is at the expense of customer experience.
You are unable to influence the product, engineering and sales organizations.
We partner with SupportLogic to level up our customer support experience by measuring 100% of our customer signals and providing workflows for escalation prediction and proactive case management, resulting in 40% reduction in escalations.