Improve Agent Retention With Right Time, Quality Monitoring Save My Spot
Prediction Engine
Escalation Dashboard
Escalation Collaboration
Stop Firefighting and Start Preventing Customer Escalations
with SupportLogic SX Escalations Management
- Reduce customer escalations up to 40%
- Leverage customer sentiment, urgency and 40 other signals to predict escalations in advance
- Manage customer escalations in a modern kanban board
- Share, swarm and collaborate cases and reduce case resolution time by up to 25%
- Preempt escalations and increase customer satisfaction
World's First Intelligent Customer Escalation Prevention Engine
Predictive Intelligence with Prescriptive Recommendations
Predict escalations and also take the right pre-emptive corrective actions by identifying the factors that are driving the case towards escalation.
Acknowledge, Dismiss or Snooze Predictions
Manage the queue by acknowledging, dismissing or snoozing the predictions.
Bespoke Machine Learning Models with Feedback Loop
Fine-tune the prediction engine to your specific needs by providing feedback via an intuitive UI. Machine learning models will automatically adapt to your needs based on your feedback.
Powerful Workflows for Customer Escalations Management
Escalation Report by Account
Track escalations by customer account. Identify the engineering and product issues associated with the escalations.
Track Incoming Escalation Requests
Automatically identify which customer requested an escalation by leveraging the power of NLP.
Add Customer Escalation Notes
Add and edit escalation notes and share progress.
Collaborate and Resolve Escalations Quickly
Seamlessly Create Slack Channels for Escalations
Create slack channels for escalations with a simple drag and drop action and automatically invite all the relevant parties.
Case Sharing
Share case details with your engineering or customer success teams. Enable collaboration between cross-functional teams.
User Permissions and Roles
Leverage fine-grained user permissions to enable role-based workflows and views.
Single Pane of Glass for Escalation Management
Manage customers escalations in a powerful kanban board
Predict which cases are likely to be escalated with the factors that are driving them
Automatically spot new customer escalation requests using NLP
Track all new escalations and seamlessly create slack channels for collaboration
Track the progress of all active escalations and add escalation notes
Get escalations report grouped by customer. Export the report and share it with your team
Test drive it for free!
See what SupportLogic SX™ can do for you.