CSS Corp has teamed up with SupportLogic to help organizations improve customer experience (CX) by avoiding escalations, improving backlog management, and lowering customer adoption barriers. Combining go-to-market initiatives to gain popularity using artificial intelligence (AI) and natural language processing (NLP) to improve customer experience and support experience (SX) in cloud-based systems will be executed by CSS Corp and SupportLogic. The automated case management facility will reduce customer churn rates and enhance response time.
Partnering with a lot of product and platform companies in a variety of sectors, CSS Corp helped them to build exceptional customer experiences via innovation. SupportLogic is a support experience (SX) platform that allows companies to analyze and respond to customer feedback in real-time.
“In the support and services economy, it is paramount to provide an exceptional experience to customers. We often see that the sentiment of the customer gets overlooked in support conversations and that’s where our partnership with SupportLogic will come into play. SupportLogic’s unique SX capabilities combined with our deep understanding of customers’ businesses and integrated IT solutions, will help businesses orchestrate industry-specific business outcomes for enterprise customers. This could be a game changer as we would redefine the customer support experience landscape by moving from reactive models to proactive support models, transforming support operations with AI, and optimizing multiple use cases across support organizations,” said Ajay Tyagi, EVP at CSS Corp.
“CSS Corp brings domain expertise and market reach that will enable SupportLogic to more quickly expand its global presence and help even more organizations to transform their support experience from reactive, “break/fix” models to more proactive and intelligent offerings for every customer,” said John Kelly, Chief Revenue Officer at SupportLogic. “We are thrilled about the potential this partnership brings to the table to drive growth for both SupportLogic and CSS Corp.”
“Aligning with a global CX leader like CSS Corp not only helps SupportLogic increase our footprint in new markets, but it also helps CSS Corp strengthen their trusted advisor status among the many support organizations that for years have relied on them for digital transformation projects. When innovators like CSS Corp and SupportLogic go to market together, it has a ripple effect. It brings much needed attention to, and resolution of, a pervasive problem that has plagued customer support teams for decades; that customer support today is widely reactive. We are extremely excited to announce this strategic partnership and look forward to our road ahead,” said Dave Feliu, Director of Global Channels and Alliances at SupportLogic.
The resources, technologies, expertise, and market presence of both firms will be utilized in the partnership to create next-gen value generation for the clients. The partnership can also be seen as a way to gain the attention of customers through business outcomes achieved by using innovative solutions.