SupportLogic Reviews & Product Details

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.

SupportLogic simplifies Support operations. The signals captured by the platform allow us to take proactive actions on customer sentiment, potentially avoiding a future escalation and/or customer frustration. When you combine this with the automated case assignment based on skill and previous case history, it becomes a very powerful tool to improve the overall support experience. Review collected by and hosted on G2.com.

There isn't much to dislike in terms of technology, besides the fact that the product is still growing in maturity, but this is expected considering the company's age. All in all, great partner when we are faced with issues. Review collected by and hosted on G2.com.

The AI and the alerts, particularly around Likely to Escalate cases Review collected by and hosted on G2.com.

Doesn't allow for the definition of business hours, so SLA management is useless Review collected by and hosted on G2.com.

It helps us sift through the sea of incoming support tickets and brings to the foreground any that require more immediate attention and might potentially escalate. Also gives us insights into the good things our customers say about us too! Review collected by and hosted on G2.com.

I wouldn't call this least helpful or even a dislike but I do wish the keywords feature was a bit more automated. Review collected by and hosted on G2.com.

This tool is great and highly beneficial when used regularly as a day-to-day tool. This improves managers' productivity concerning assisting their team in different key areas. I like three features the most - sentiment signals, system alerts & custom dashboards. Review collected by and hosted on G2.com.

Looking for advanced analytics to run various reports and gain insight, that helps drive decisions. Also, the Intelligent Case Assignment doesn't customizable as per our business needs. Review collected by and hosted on G2.com.

Support Logic is an intelligent app that provides a cornucopia of information and details in a single view. What you can do on one screen in Support Logic will take you several in Salesforce Review collected by and hosted on G2.com.

I think it is oversensitive when it comes to cases that it lists as "likely to escalate". Not sure it really takes into account the Dislike choices and improves on its selections Review collected by and hosted on G2.com.

I can check everything that requires attention from a single interface. Review collected by and hosted on G2.com.

Has a great prediction system, but sends some invalid alerts. Review collected by and hosted on G2.com.

I like the console and alongside that Alerts to keep on top of it in realtime. I also like looking into the customer board it really helps to keep on top of our top customers. Review collected by and hosted on G2.com.

Some of the modules need maturity and flexibility to fit our business because of this it can take some time to adopt other modules. Review collected by and hosted on G2.com.

Single Pane of Glass to look at all Customer related issues. We can manage Escalations and Backlogs and proactively identify the Escalations. The insights provide data at a granular level Review collected by and hosted on G2.com.

Some of the Alerts tend to be incorrect. Review collected by and hosted on G2.com.

Escalation predictions and sentiment scores are beneficial. Review collected by and hosted on G2.com.

I wish there was an open API and a few more integrations. Review collected by and hosted on G2.com.