SupportLogic offers a support experience (SX) platform that uses AI and natural language processing to extract and analyze customer sentiment signals from structured and unstructured support data. Those signals convert into recommended actions that help managers prioritize critical cases, predict and prevent escalations, coach agents, and reduce customer churn. The platform provides collaborative workflows and recommendations intended to improve customer experience and revenue retention. SupportLogic counts enterprise customers such as Databricks, Qlik, Nutanix, Rubrik, and Snowflake. The company plans to use a newly announced growth capital facility to continue building new features and products to assist support teams, management, and executives and to scale the business. SupportLogic is based in San Jose, California, and its existing investors include Sierra Ventures, Sorenson Ventures, WestBridge Capital Partners, and General Catalyst. SupportLogic offers a proactive support experience (SX) platform that helps businesses understand and act on the “voice of the customer” in real time. The system augments support ticketing systems by extracting underlying customer sentiment signals from unstructured data using natural language processing and surfacing insights and predictions. That intelligence helps managers prioritize and assign cases to the right agents and preemptively prevent escalations, while providing real-time performance metrics and coaching. In February 2021 the company launched Agent SX, a console that delivers more context and insights on backlog cases and can adjust future caseloads. SupportLogic serves a number of leading enterprise customers, including Cloudera, Databricks, Fivetran, Khoros, Nutanix, Qlik, Rubrik and Snowflake. The company closed a $50M Series B to accelerate growth and ongoing platform innovation. SupportLogic provides an intelligent support platform that reads every support ticket to extract sentiment and latent signals, maintaining context across ticket boundaries. The software syncs with existing ticketing systems and delivers prescriptive recommendations, intelligent workflows, and integrations with collaboration tools. It integrates with systems such as Salesforce Service Cloud, ServiceNow, Zendesk, Freshdesk, Atlassian JIRA and Microsoft Dynamics, and works with Slack and Microsoft Teams. The company cites long-term deployments at customers including Nutanix, Rubrik and Databricks. Founded in 2016 by Krishna Raj Raja and based in San Jose, Calif., SupportLogic plans to use the funding to expand market reach and accelerate customer acquisition. The platform emphasizes eliminating the need for separate survey programs by extracting the voice of the customer from existing data sources.

Total raised

$62M

Funding rounds

4

Latest round

Series B

Latest activity

Oct 2021