Topics & Trends
Operational Analytics
Customizable Charts
Automatically extract the voice of the customer
with SupportLogic SX Support Analytics
- Go beyond metadata and automatically extract signals from support conversations
- Share insights and strengthen collaboration between engineering, product and customer success teams
- Create custom profiles and customize dashboards to your workflows
- Spot trends, outliers, anomalies and drill-down to an individual ticket
- Benchmark and compare your team's historical and current performance
Spot Trends and Anomalies
Customer and Agent Sentiment Analytics
Track inbound sentiments from your customers and outbound sentiments from your agents. Get a bird’s eye view of all sentiments, or drill down to the individual ticket or conversation.
Automatic Keyword Extractions
See what keywords are trending. Search for tickets containing any of your domain specific keywords. Roll up multiple keywords into one topic area and produce awesome reports!
Drill Down into Every Chart
Drill down to the individual cases with full case details. You never have to second guess why a particular trend looks anomalous.
Discover Outliers
Discover outliers and anomalies that you knew existed but couldn’t identify without AI. Transform your reporting from delivering data to delivering actionable insights.
Case Resolution Trends
Understand which cases are getting resolved quickly, and which ones are not. Identify common patterns among tickets.
A Fitness Dashboard for Your Support Operations
Track Customer Experience
Track your customer experience without surveys. If you have an existing CSAT and NPS survey program you can integrate those results into the dashboard and get a holistic picture.
Track Escalations
Understand what is driving customer escalations. Identify patterns and slice and dice the data by region, priority or any one of your case fields.
Track Support Efficiency
Analyze the efficiency of your support teams. Set your team's goals and priorities, and benchmark their performance. With the drill-down charts identify bottlenecks using drill-down charts with only a few simple clicks.
Track Your SLA/SLO Compliance
Configure and track sophisticated Service Level Agreements (SLA) and Service Level Objectives (SLO) without any coding or modifications to the underlying ticketing system.
Transform Raw Data into Powerful Reports
Wrangle your Case Fields Without Modification
Map your existing case fields into meaningful representations without any coding or modifications to the underlying ticketing system.
Merge Duplicate & Redundant Fields
Merge duplicate and redundant case fields to produce powerful dashboards without any coding or modifications to the underlying ticketing system.
Test drive it for free!
See what the SupportLogic SX Platform can do for you.