SupportLogic, Gainsight To Empower Customer Success Through AI-Driven Support Signals


SupportLogic, the Support Experience (SX) management platform, has announced an integration with customer success management platform Gainsight. The joint solution empowers customer success managers to proactively act on their support insights to level up customer relationships, reduce firefighting customer escalations, and boost revenue retention.

Customer success outcomes often depend on delivering a good support experience, according to The Technology and Services Industry Association (TSIA). In particular, lower resolution times and high assisted support satisfaction correlate to higher renewal rates. SupportLogic, together with Gainsight, provides a holistic customer support health score by bringing AI-based customer signals from support cases directly into Gainsight.

Now with the integration of SupportLogic and Gainsight, customer success managers can:

  • Proactively monitor and triage top customer issues
  • Rapidly identify and reduce product friction
  • Predict and resolve customer churn before it happens
  • Stop firefighting customer escalations
  • Quickly understand and act on negative sentiment

SupportLogic’s AI analyzes every support ticket to extract customer signals, including but not limited to frustration, confusion, and negative sentiment, to establish contextual scores over time and preemptively predict escalations. Whenever SupportLogic detects a notable event, it is automatically pushed to Gainsight and the customer account where this signal was detected.

SupportLogic will demonstrate this capability at Gainsight’s Pulse Conference as a Gold Sponsor in San Francisco on May 17-18, 2023.

In June 2023, the SupportLogic will host the 2nd annual SX Live conference dedicated to Support Experience. This three-day virtual industry event will bring together senior leaders and practitioners from the support and customer success fields. Registration is now open.