What are your goals for the upcoming months/year:
- Improve Operational Excellence
- Accelerate Growth for Support Services
- Execute Support Transformation
- Continue to improve the completeness, usefulness, and accessibility of content for customers and team members
- Increase Agent Retention and Growth Opportunities
- Expand Community presence and engagement
How are you measuring these goals:
- Time to Resolution, First Day Resolution
- Length of Agent Tenure, Time to Onboard
- Case Volume (reduction)
- Active Community Users (MAU, Stickiness)
- Services Revenue
How can the problem be solved with SupportLogic?
- Notify managers proactively when cases are at risk so that they can support their team members sooner
- Use Agent Coaching & Evaluations to give feedback to engineers on how to improve processes, such as documenting solutions
- Measure Customer Health and engage proactively to improve the experience
| Activity | Business Challenge To Address | Link to Instructions |
| New Users | What is SupportLogic | Getting Started SupportLogic Video Overview |
| Begin using SupportLogic | Manage Users Global and Dynamic Filters | |
| Sentiments Sentiment Video Overview Attention Video Overview | ||
| Operations | Operational Metrics User Engagement | |
| Reduce Escalations | Proactively address escalations in customer support | |
| Escalation Workflow Support Manager Workflow | ||
| Case Routing | Use Case Assignment to organize all your unassigned and open cases | Intelligent Case Assignment (ICA) |
| Optimize case routing | ||
| Coaching and Evaluations | Review Agent Performance with tangible numbers and examples | |
| Track your key customer accounts | Gain insights into how our customers feel about our ____ | Favorite Customers |
| Declutter | Declutter hourly/daily/weekly case views | Backlog |
| Reduce cost per case | Reduce overall cost per case and at-risk customers | Agent Insights Track Cost Reductions From Escalation Prevention |
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