PurposeThis article lists several common challenges facing Support Managers everywhere. Review the list of common challenges we have identified and expand any that resonate with you.This article provides you with the following:
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SummaryThis article is a continual work in progress and our first attempt to provide you a guide on actions to take in SupportLogic to address key business challenges for many Support Organizations. Please help us make it better and more relevant to you by providing comments / suggestions for other challenges not included here.To suggest a new business challenge: 1. Click "No" at the bottom of this page. 2. Select the option "Need more information:" 3. Provide us with a detailed description of the business challenge to address. 4. Click "Send". |
Business Challenges
Review the list of challenges below. If you want to learn how to address that challenge using SupportLogic, expand the details of instructions to address that challenge by clicking on it. The table displayed provides the breakdown of tasks needed to be taken, the goals for each, link to the instructions, the estimated cadence, and time commitment for each task.
| Business Drivers | SupportLogic Module | Documentation Link | Notes | Estimated Time |
Proactively address escalations in customer support | Console | Sentiments, Escalations, and Attention Scores | 5 | |
| Improve our understanding of our customer's perception of our organization | Escalations | Escalations | 10 | |
| Optimize case routing | Console | Global and Dynamic Filters | 15 | |
| Review at-risk customers | Console | Sentiments | 5 | |
| Improve ability to analyze customer sentiment accurately | 5 |
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