SupportLogic Reviews & Product Details

I like the sentiment analysis on customer tickets

Alerting on customer sentiment allows you to act before cases are on fire Review collected by and hosted on G2.com.

We have had a couple of non-critical UI bugs. Review collected by and hosted on G2.com.

Insightful and able to help me stay on top ensuring customer tickets don't get escalated. Review collected by and hosted on G2.com.

As a new user, I would like to see more out of the box solutions and intuitive guides to help me analyze the data. Review collected by and hosted on G2.com.

The ability to share customer sentiment with the product team and show them from a quantifiable, objective point of view where our customers were struggling the most.

The information from Support Logic was consistent with the information I'd been communicating and It was great to have validation and, be able to present facts without frustration. Review collected by and hosted on G2.com.

I didn't really have any dislikes. We were a pretty early adoptor and found everyone on the team helpful and committed to our success. Review collected by and hosted on G2.com.

Multitude of Integrations and Ready to Use Jump start toolkits Review collected by and hosted on G2.com.

Pricing Complexities when bundling with integrated platforms Review collected by and hosted on G2.com.

The ability to predict customer behaviors and render insights instantly to Support Managers, Escalation Managers and Support Leaders. Review collected by and hosted on G2.com.

I don't dislike anything. Would love to see more integration options available for the solution. Review collected by and hosted on G2.com.

The most helpful thing about SupportLogic is that it gives us a clear view of our support system and how it is performing. By leveraging predictive insights, managers can prevent fires by focusing on the embers. It also allows us to see where improvements can be made and track the performance of our support team over time. Review collected by and hosted on G2.com.

The least helpful thing about SupportLogic is our inability to analyze the data within SupportLogic deeply. Without the ability to load our data to a data warehouse, we cannot correlate outcomes and experiences across the Customer Support organization. The built-in reporting and analytics are excellent, but much more is desired. Review collected by and hosted on G2.com.

The best feature has to be the Insights on the Console. This has saved us many times by alerting staff to a customer requesting a phone call or a case that is more urgent than initially logged. These Insights, delivered to a central location where actions are tracked, save us a ton of time and show our customers that we are actively listening to their feedback. Review collected by and hosted on G2.com.

Slack integration is great, but MS Teams integration isn't as streamlined. I'm sure a lot of that has to do with MS Teams rather than SupportLogic, but there's current efficiency lost there, at least for now. Review collected by and hosted on G2.com.

SupportLogic's sentiment model and alerts allow our team to address customer cases that are "Likely To Escalate" proactively, responding before a customer escalates. The Insights dashboard is easy to read and allows us to see cases that need the most attention. A must-have tool for any Support organization! Review collected by and hosted on G2.com.

I can't think of anything that I don't like about SupportLogic. The SupportLogic team is responsive to our needs and will take our feedback to improve the product. Review collected by and hosted on G2.com.

SupportLogic allows us to be more proactive and stay ahead of issues before they become larger. It also provides great insights as to where our team may need more enablement or we may need to evaluate if our internal processes are in the way of a better customer experience.

The integration with Slack really helps us make a more seamless experience for users and react even more quickly to alerts as well. Review collected by and hosted on G2.com.

I would like to see a deeper integration capability with Salesforce so that we could really unlock the combined power of our Salesforce solution and the SupportLogic data to have even more actionable insights. I would also really like to see the ability to mark an alert actioned within Slack to reduce the time needed to pivot back and forth. Review collected by and hosted on G2.com.

SupportLogic has a powerful value proposition and the potential to have a significant business impact around Support CSAT improvements in general

What I find most powerful and useful is the Escalation prediction capability and all the tool features around it Review collected by and hosted on G2.com.

SupportLogic is currently limited to the SL UI/Platform and lacks out-of-the-box integration capabilities so its features can be pushed into support service tools such as Salesforce

SupportLogic has great built-in reporting capabilities that allow you to navigate through alerts and sentiments BUT it could improve its reporting features portfolio in areas like users adoption and service actionable (e.g: how many alerts were sent and actioned vs ones that were not) Review collected by and hosted on G2.com.