SupportLogic, a San Jose, Calif.-based creator of a proactive support experience (SX) platform, closed a $50m Series B funding round.
The round was led by WestBridge Capital Partners and General Catalyst with participation from existing investors Sierra Ventures and Emergent Ventures.
The company intends to use the funds to accelerate growth and ongoing platform innovation.
Led by Krishna Raj Raja, founder and CEO, SupportLogic provides a platform that allows businesses to understand and act on the “voice of the customer” in real-time to enhance customer service and support. The system was initially developed to augment support ticketing systems by extracting underlying customer sentiment signals from unstructured data using Natural Language Processing (NLP) and surfacing insights and predictions. This intelligence allows managers and executives to prioritize and assign cases to the right agents and preemptively prevent escalations. In February 2021, the company launched Agent SX, providing a console that delivers more context and insights on backlog cases to improve the quality of agents’ responses. In addition, it can adjust future caseloads and provides real-time performance metrics and coaching.
A number of leading enterprise companies are already using SupportLogic SX, including Cloudera, Databricks, Fivetran, Khoros, Nutanix, Qlik, Rubrik, Snowflake and others.