Use Cases. Goals. Solutions.

Modified on Wed, 14 Feb 2024 at 10:01 AM

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



ActivityBusiness Challenge To Address
Link to Instructions
New UsersWhat is SupportLogicGetting Started

SupportLogic Video Overview

Begin using SupportLogicManage Users

Global and Dynamic Filters


Sentiments

Sentiment Video Overview

Attention Video Overview
Operations
Operational Metrics

User Engagement
Reduce EscalationsProactively 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 EvaluationsReview Agent Performance with tangible numbers and examples


ACE  Implementation

Track your key customer accountsGain insights into how our customers feel about our ____
Favorite Customers
DeclutterDeclutter hourly/daily/weekly case views
Backlog
Reduce cost per caseReduce overall cost per case and at-risk customersAgent Insights

Track Cost Reductions From Escalation Prevention





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