What's New from SupportLogic

SupportLogic Digest | October 24, 2025

Welcome to the digest, read by over 10,000 support and success professionals every week. Read to the end for a personal note from me.

This week, we’ll be exploring the “why” behind CRM widgets to give context to next week’s webinar.

We know that support engineers do their best work when they can avoid context switching and stay inside the CRM. So we built CRM widgets of our most popular AI agents, starting with three truths we learned from you:

Negative Sentiment Isn’t Enough

Some CRMs have basic sentiment detection, but it’s only positive, negative, or neutral. That’s fine for the mid-sized jewelry business also using the same CRM, but not for enterprise support. There is a complete spectrum of activity and nuance to enterprise support requests. We added 40 signals of sentiment, detectable in every case.

Frustration, lack of progress, feature request, confusion, profanity, churn risk, renewal - these are some of the signals included. If you can detect every type of signal, who still needs surveys? That’s like acting on 2% of your data.

You Also Want Answers Immediately

The search bar is also getting antiquated.

Knowledge retrieval should be proactive and should show up right when you open the case. If AI is reading and summarizing, it should also save you the search and pre-load any relevant articles. We build that into a widget and brands like NiCE are using it every day.

Polishing is Better Than Writing

A capable CRM assistant should write the first draft of your response back to the customer. Consistent tone, no grammar mistakes, no language barriers.

This is the kind of help you want near the end of a long day. The response assist widget we built into the CRM is saving teams so much time.

See These Widgets Live October 29

Next week, join me to see how these widgets work and get your questions answered. I’ll be taking you on a deep dive into the proactive knowledge, sentiment signals, response assist, and attention scores that could be inside your CRM. 

Register here

If you’re interested in the next topics, case assignment and account management are coming up - see the full list to register.

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On a personal note:

It makes me feel young when I find a newer artist who is truly great. Recently, my brother worked on a music video for Charlie Puth and the song reminded me of so much great Phil Collins and Peter Gabriel music I love. The video is also beautiful. I hope the song brightens your day.

Feel free to reply to this email if you need more information on anything covered.

Have a great weekend,

Ryan Radcliff

Product Marketing & Content

SupportLogic