with SupportLogic SX Escalations Management
Predict escalations and also take the right pre-emptive corrective actions by identifying the factors that are driving the case towards escalation.
Manage the queue by acknowledging, dismissing or snoozing the predictions.
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.
Track escalations by customer account. Identify the engineering and product issues associated with the escalations.
Automatically identify which customer requested an escalation by leveraging the power of NLP.
Add and edit escalation notes and share progress.
Create slack channels for escalations with a simple drag and drop action and automatically invite all the relevant parties.
Share case details with your engineering or customer success teams. Enable collaboration between cross-functional teams.
Leverage fine-grained user permissions to enable role-based workflows and views.
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