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Max Greene 2 min

SupportLogic Basics: The 10,000-foot view


In this short clip, Max gives a general overview of where SupportLogic begins, with sentiment analysis of your case history to surface the highest priority customer interactions from your data.



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Your support team talks to your customers more than anyone else.

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There's a wealth of information in those interactions that can be used to

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understand customer health, to proactively engage with customers and ensure

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that they're

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getting the right service they need, to ensure that you're not walking into

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meetings with

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customers not knowing that the house is on fire, all of these types of things.

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What you're looking at here, this is the console page within Support Logic.

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This is a bit of a command and control center where you can see cases that have

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had

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recent activity and sentiment signals detected upon them.

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Natural language processing is at the core of what we do.

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We analyze and read the cases and we extract the voice of the customer in the

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form of

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a variety of distinct sentiment signals.

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You can see right here these are frustration signals based on statements that

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the customer

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is making within cases.

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But we look for a variety of different signals that we categorize.

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Can be frustration, confusion, impatience, non-helpful responses, negative

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sentiment.

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These are all, the models are built specifically for support organizations.

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So complex technical support, whatever it might be, our models are built to

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understand

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those interactions on a level that a generic AI model doesn't.

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So it's kind of where our expertise here flows in.

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And so these signals, right, they're very much, these are kind of emotional

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signals,

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like how a customer is feeling about a support interaction.

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But we also analyze and look for what I would call more procedural language

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that a customer

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might use requesting an escalation, right, saying that their system is down or

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that

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their users or production users have been affected, that they're having a

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critical issue

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of some kind or expressing just urgency on a case, as well as asking for

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updates, asking

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to schedule a call or analyzing everything we surface these to you in near real

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time so

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that you can proactively engage on these cases and with these customers in

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whatever capacity

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you are doing so, whether that be in support, customer success, account

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management allows

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you to very much one, make sure that the team is working on what they should be

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working

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on and also making sure that you're able to engage with your customer, exec

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sponsors

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and leadership and let them know that your team is doing everything they can to

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ensure

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that their issues are being addressed and resolved in a timely fashion.

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