We are a distributed team across several geographies passionate about machine learning and customer support. We are agile, highly collaborative and customer centric. We believe that technology should adapt to people, not the other way around.
Ticketing platforms we have today are solely focused on metadata and the most useful content inside support tickets is not being harnessed. We started SupportLogic to put this unstructured data front and center and extract signals to not just understand customer sentiment, but also product requests, cross-sell and upsell opportunities, and churn risk.
Real-world problem solving paradigms are rapidly maturing from brute-force approaches to more intelligent and efficient methodologies. At SupportLogic, we are harnessing the power of AI & Machine Learning to deliver cost-effective, innovative solutions to maximize customer success.
SupportLogic uniquely addresses the critical business issues of customer escalations and case backlog, allowing our customers to get in front of their business. The impact is immediate and measurable, directly impacting retention (churn), CSAT scores, and team productivity.
Customer support and success teams are under pressure on the frontlines to solve important problems and deliver value for customers. There is great potential insight in the customer signals that often get lost amid transactional processes and systems. SupportLogic helps companies mine this data at scale and unlock its value for customers.
For our customers, SupportLogic is an intelligent, learning platform that augments their ticketing systems and enables deep insights and novel workflows to achieve their operational and strategic goals faster and better.
Your customers are talking to you through multiple channels and you may be missing out on details and their sentiment just due to the sheer volume. SupportLogic helps you reinforce your relationship with your customers by focusing your attention on the subtler details in the haystack of unstructured conversations.
Unstructured data exceeds structured data by orders of magnitude. SupportLogic is a game changer in delivering predictions and intelligent recommendations with explainability.
Françoise Tourniaire has over 20 years’ experience as a Support and Services executive. Prior to founding FT Works in 1998, she was the Vice President of Worldwide Service at Scopus, a leading Customer Relationship Management (CRM) tool manufacturer. She is an author with several published books on support operations and management, including The Art of Software Support and Just Enough CRM.
Daniel is the founder and CEO of Cambrio. Previously he was the principal engineer of advanced development and Machine learning at Indico and computations systems biologist at Pfizer. Dan holds a Ph.D in Biomedical Engineering from Washington University in St. Louis.