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Best Practices for Successful Outcomes with Supportlogic - Reduce Escalations, Improve CSAT & Increase Productivity

Modified on Tue, 11 Jun 2024 at 11:34 AM

Purpose

To outline a standard process for a customer to achieve results with SupportLogic during the first 3 - 6 months after go-live is completed or to refresh adoption.


This process is for Support Managers, Escalation Managers, and Swarm leads.


  • Escalation Rate reduction of 20 - 50% over three month period*
  • Improved overall CSAT scores as well as prevention of DSAT surveys
  • Productivity gains of up to an hour per day for each support manager
*Assumes business as usual, and we must account for seasonal variations in your escalation rates


Summary

The daily 4-step prescribed workflows are intended to be performed approximately twice a day.

The workflow should be performed at the start of your day to achieve the best results. It should be performed a second time during your shift to review any new signals and backlog. SupportLogic prioritizes cases based on risk factors, so you don’t have to read them all.


The Prescribed Workflow

  • Take action on all cases in the Console that contain inbound Needs Attention and Negative signals
  • Take action on all Escalation Predictions, Escalations Requests, and Active Escalations
  • Take action on Backlog based on the list views in SupportLogic  (time permitting)
  • Take action on Alerts so that you can stay up to date throughout the day


    What do we mean by take action?

Support Organizations have standard operating procedures for handling troubled cases, including but not limited to the following:

  1. Respond to the customer

  2. Add an internal case note with relevant instructions for the case owner

  3. Initiate a swarm on the case with relevant subject matter experts

  4. Engage the CSM or AM if needed


         SupportLogic is an early warning system and should act as a force multiplier for your existing processes


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Step 1: Console

Take action on all cases in the console that contain inbound Needs Attention and Negative signals


Why Needs Attention and Negative Signals?
These signals represent the voice of the customer expressing a perception that their issues or concerns are not being addressed

What should I do with these cases?
Take steps to prioritize the cases as needed to drive an improved outcome for the customer

Step 2: Escalations

Take action all Escalation Predictions, Escalations Requests, and Active Escalations 


Why Escalation Predictions and Escalation Requests?
Escalation Predictions are cases that are at risk due to similarities to other escalations from your past. 

Escalation Requests are cases where the customer has specifically asked for an escalation. 

What should I do with these cases?
Take steps to prioritize the cases as needed to drive an improved outcome for the customer

Step 3: My Top cases

Take action on Backlog based on the list views in SupportLogic  (time permitting)


Which list views should I use?
We recommend starting with cases sorted by the lowest Sentiment Scores and highest Needs Attention Score

After that, you can move on to aging cases and pending replies from your team and aging cases

What should I do with these cases?
Take steps to prioritize the cases as needed to drive an improved outcome for the customer


Step 4: Alert

Take action on alerts to stay up to date throughout your day


What alerts should I configure?

Alert me when a negative or needs attention signal is detected on an inbound comment for any case that falls under my purview

What should I do with these cases?
Take steps to prioritize the cases as needed to drive an improved outcome for the customer

Alert Configuration: Alert #1

  1. Go to My Alerts
  2. Select + New Alert
  3. Add all Negative and Needs Attention Signals
  4. Add Message Type - Inbound
  5. Add your Virtual Team



Optional Configuration: Alert #2

  1. Go to My Alerts
  2. Select + New Alert
  3. Add Likely to Escalate
  4. Add your Virtual Team

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Important Resources to bookmark:

Support Manager Workflow Instructions  - Step by-Step guide for Support Managers


Support Manager Workflow Video - Video Guide for Support Managers


Alerts Configuration Instructions - Key Alerts to Configure


Global Filter Configuration - Configuring the Global Filter to view your Cases


SupportLogic Help Center General SupportLogic Resources


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Conclusions

The SupportLogic workflows are intended to be quick and efficient. Performing them at least twice a day allows you to prioritize cases that may be at risk. Leverage SupportLogic to be proactive rather than reactive, enabling you to drive improved customer outcomes.  


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Success Plan Webinar

View Webinar


4 Step In-App Workflow


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Train the Trainer Slide Decks 

Prescriptive CoreSX - Best Practices for Successful Outcomes with Supportlogic  (PDF included below)

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