You are reacting to one problem after another and unable to stay proactive and resolve issues before it's too late.
Knowledge stays with the individuals and it is difficult to share insights with sales, engineering and product teams.
Focusing on backwards-looking point-in-time metrics that may be sample-biased affects your team's ability to act in real-time to improve customer experience.
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 unable to influence the product, engineering and sales organizations who can greatly improve the customer experience.
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.