What's New from SupportLogic

The Weekly SupportLogic Digest | October 10, 2025

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

This week, I’ll be showing you workflows specifically built for support engineers, support managers, QA managers, and account managers. It’s a look into how SupportLogic helps members of your team get things done faster and with less friction.

A Day in the Life

The Support Engineer

This helps prevent burnout. Now an engineer can see which cases need the most attention, get clear summaries and answers from past fixes, ask better follow-up questions when details are missing, and quickly create new knowledge articles so you can solve problems faster and help more customers.

You need to see this 5-minute workflow

The Support Manager

The ultimate manager toolkit. Now a manager can quickly spot and stop problems before they escalate, see patterns across cases, and get smart suggestions on what to do next so teams work faster and keep customers happy.

See it in action - Check out the 9-minute workflow

The QA Manager

In one place, you can easily spot weak areas in agent performance, listen to calls, fix scoring errors, and give fair, consistent coaching so every agent gets better and customers have smoother experiences.

Watch the 6-minute workflow

The Account Manager

Support cases are often a blind spot for account managers. Now they can see which customers might renew, expand, or leave, track health trends across all their accounts, spot risks early from support and Zoom conversations, and work with their teams to fix problems before renewal time.

Watch the 5-minute workflow

CX Platform Highlights

SupportLogic CXPaaS turns messy customer data (across various silos) into clear insights that improve retention, automate support, and connect every team to the true voice of the customer.

I made you a 15-minute cut of how this helps organizations like yours.

October 29 Webinar - Insights Inside Your CRM

On October 29th, I’ll be showing you how SupportLogic solves so many issues plaguing enterprise support from right inside your CRM. We call them CRM widgets, and we’ll be going on a deep dive into proactive knowledge articles, sentiment signals, drafted responses, and customer attention scores seen alongside the ticket you’re already working on. 

Register now and see it live.

Gifts for GIFs will be back too - I’ll be giving away prizes if you can guess the GIF!

Join Me Friday

Join me any Friday to see how your competitors are beating their performance goals. Is the backlog growing? Are escalation rates too high? Is there friction with your products showing up in support cases? Let’s discuss it.

It’s easy to register with just an email address.

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Now for a moment of play. I’ve recommended this page before, but it’s so fun to drop in on a live radio station anywhere in the world. Head to Radio Garden for a two-minute reset and a reminder the world is still wide and weird.

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