The Support Experience (SX) Platform enables organizations to consolidate SaaS spend by adopting the de facto enterprise support stack
SupportLogic, the world’s first Support Experience (SX™) management platform, announced highlights from the company’s fiscal year 2023 (February 1, 2022, to January 31, 2023). The company continued its strong momentum, with revenue increasing 107% and new customer logos growing 91% year over year, against a backdrop of tightening budgets for enterprise technology spend and economic uncertainty. This growth was accelerated by the company’s transition to a usage-based pricing model, which allows customers to get started at a low-entry price point and quickly see value while only paying for what they use.
SupportLogic helps companies to better understand and act on the “voice of the customer” in real-time to enhance service delivery, improve employee experience, and protect and grow revenue. In fiscal year 2023, SupportLogic doubled its customer roster as it built new relationships with enterprise support organizations. SupportLogic also grew usage 165% year over year among its customer base, as companies like Salesforce, HPE Aruba, Snowflake, and Palo Alto Networks continue to see significant benefits.
The company’s AI-based SX platform reached significant milestones, including over 103M customer interactions analyzed, a 98% annual increase, and over 11.6M sentiment signals extracted, a 118% annual increase. Several SupportLogic customers have reported over 50% reduction in escalations.
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SupportLogic aggressively expanded its product portfolio in 2022 as it fulfills its vision and commitment to helping organizations unlock the value of customer signals from every support interaction and deliver amazing customer experiences that differentiate their brands:
- The company launched Agent Coaching and Evaluation and added automated quality assurance (QA) for enterprise support centers with the acquisition of Emtropy Labs.
- SupportLogic also extended its value of improving the front-line agent experience with Agent SX 2.0 that includes built-in tools for agent productivity like intelligent backlog prioritization and Grammarly integration.
- The company also made it significantly easier for companies to test SupportLogic’s AI-driven insights with their own customer data via the new live trial experience.
SupportLogic also sustained its industry leadership with key achievements:
- The company hosted SX Live, the very first event dedicated to the support industry, with over 1,600 participants representing 850+ enterprise companies.
- Valoir published independent research on the financial and customer benefits from investing in support experience solutions.
- SupportLogic was awarded a 5-star rating from CRN Magazine.
- The company expanded the leadership team by hiring support industry veteran Judith Platz in the role of Chief Customer Officer.
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“SupportLogic had a successful year across many dimensions, including customer adoption, product expansion, and commercial growth,” said John Kelly, Chief Operating Officer, SupportLogic. “We are quickly becoming the technology standard for leading support organizations who are consolidating their SaaS spend on point solutions with an ‘all-in-one’ Support Experience (SX) platform. In this tough economic climate, many businesses are being forced to do more with less and we’re proud to help them succeed.”
“As technology companies face increasing pressure to differentiate their services, driving a more predictive and proactive customer support experience is important for both driving revenues and reducing costs,” said Rebecca Wettemann, Principal, Valoir. “In our independent analysis of SupportLogic customers, we found they achieved significant and rapid results including reduced case escalations, accelerated time to case resolution, improved customer satisfaction, increased revenues, and improved products.”
In June 2023, the company 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.
