Purpose
We have created a quick grid that maps out which SupportLogic Analytical tool(s) map to specific business drivers for your organization, provide a link to each article, quick summary and estimated reading time. Use this table to help you quickly find the right analytical tool for each of the business drivers below.
| Business Drivers | Documentation Link | Notes | Estimated Reading Time |
Gain insight into how your customers feel about a myriad of things | Customer Insights | Think of this as your Console for an individual or a customer. | 5 |
| Improve your understanding of your customer's perception of our organization | Text Analytics | Compare keyword patterns with Sentiments detected, products, operating systems, regions and more. | 5 |
| Improve the quality of the Support organization | Agent Insights | Review key statistics on agent performance and handling of incidents. | 5 |
| Reduce overall costs per case | KPI Metrics | Track traditional KPIs with interactive reports that identify areas of opportunity for efficiency and customer experience.
| 5 |
| Proactively address escalations in customer support | Trend Analytics | Find patterns and pinpoint areas for improvement by contrasting two attributes to segment case data and discover deep patterns and outliers. | 5 |
| Review at-risk customers | Sentiments | Check out the short tutorial on Sentiment Scores. | 3 |
| Improve ability to analyze customer sentiment accurately | Experiential Metrics | Determine your organization's baseline sentiment and attention | 5 |
Short Clip Overviewing SupportLogic Team Performance Analysis
In this video, Jana will discuss how executives can utilize SupportLogic to analyze the performance of their teams. He will introduce the new charts added to the analytics section of SupportLogic, including the escalation chart, likelihood escalates chart, and escalation request chart.
These charts provide valuable insights into the number and percentage of escalations, predicted escalations, and customer-requested escalations. Additionally, he will explain how executives can use different case fields to analyze trends in escalations based on regions and sentiments. This video aims to help executives make data-driven decisions and take appropriate actions to improve team performance.
If you want more information, please submit a support ticket above; the support team will gladly assist.
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