SupportLogic announces integration with Gainsight to boost customer success through actionable AI-driven support alerts

“Until now, customer support and success processes have been siled and challenged by the inability to access a comprehensive view of customer health signals across various customer-facing functions,” said Judith Platz, Chief Account Officer at SupportLogic. “By being able to proactively identify support alerts from SupportLogic directly in Gainsight, Customer Success Managers can better capture the true voice of the customer, act on those insights and elevate their brands.”

Now with the integration of SupportLogic and Gainsight, Customer Success Managers can:

  • Proactively monitor and triage major customer issues
  • Quickly identify and reduce product friction
  • Anticipate and resolve customer churn before it happens
  • Stop escalating customers
  • Quickly understand and act on negative sentiments

SupportLogic’s AI analyzes each support ticket to extract customer signals, including but not limited to frustration, confusion and negative sentiment, to establish contextual outcomes over time and proactively predict escalations. Whenever SupportLogic detects a notable event, it automatically routes it to Gainsight and the customer account where that signal was detected.

“Health maintenance is a critical part of a client’s overall health,” said Kelly Capote, Chief Customer Officer at Gainsight. “The integration with SupportLogic brings the most valuable support insights and alerts automatically into Gainsight to help CSMs improve customer outcomes. Simply plug it into your existing ticket support system to continuously monitor and analyze 100% of your tickets.”

SupportLogic has built an extensive roster of enterprise technology customers such as Salesforce, HPE Aruba, Snowflake and Palo Alto Networks who act on information from customer support alerts to measurably improve their customer experience with reduced escalations, reduced resolution times on occasions and reduced I kill.

“Delivering a unified customer experience in support and success is a key component of customer health. As a customer of SupportLogic and Gainsight, we are excited about the integration,” said Marilyn Lynn, vice president of global customer support at Delphix. “Enabling our CSMs to automatically see and act on support health signals will make it easier for them to maintain industry-leading customer satisfaction, retention and healthy revenue growth.”

SupportLogic will demonstrate this capability at Gainsight Pulse Conference as a gold sponsor in San Francisco On May 17-18, 2023.

in June 2023SupportLogic 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 in support and customer success. Registration is now open.


About SupportLogic
SupportLogic provides the world’s first support management (SX) platform that enables companies to proactively understand and act on the voice of the customer to build healthy relationships and maximize customer lifetime value. SupportLogic SX uses AI to extract and analyze customer sentiment signals from both structured and unstructured data and provide recommendations and collaborative workflows. SupportLogic helps global enterprises such as Databricks, Qlik, Nutanix, Rubrik and Snowflake prevent customer escalation, reduce churn and improve the customer support experience. To learn more, visit

About Gainsight
Gainsight’s innovative platform helps companies of all sizes and industries drive sustainable growth through customer-, product-, and community-driven strategies. It offers a powerful set of customer success, product experience and community engagement solutions that together enable businesses to scale efficiently, create alignment and put the customer at the heart of innovation. With Gainsight, it’s never been easier to drive acquisition, increase product adoption, prevent churn, and grow with renewals and expansion. Learn how leading companies such as GE Digital, SAP Concur and Box use Gainsight at

SOURCE SupportLogic

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