AI customer feedback company SupportLogic has announced its latest funding round.
The company offers an AI-based platform that analyses voice of the customer feedback in real-time, in order to improve customer service and support and loyalty.
The company’s solutions include the capacity to extract customer sentiment signals using natural language processing and the Agent SX support experience platform which provides context and insights into agent responses, as well as performance metrics and coaching. Its customers include the likes of Cloudera, Databricks, Fivetran, Khoros, Nutanix, Qlik, Rubrik and Snowflake.
The company’s latest Series B funding round was led by WestBridge Capital Partners and General Catalyst, alongside Sierra Ventures and Emergent Ventures. The $50mn round follows a $12mn Series A in August 2020.
“Improving the customer support experience is key to protecting and growing revenue, and SupportLogic is the first solution purpose-built for support and service teams that prevents customer escalations and reduces case backlog to improve overall service levels,” said Krishna Raj Raja, founder and CEO of SupportLogic.
“Our high customer demand for our solutions and this oversubscribed funding round indicate strong market validation. We will use these funds to drive growth and develop new product offerings that expand our value to the market.”
SupportLogic said it would use the funds to support its growth and further development of its platform.
“Businesses in all industries are challenged by the need to retain and grow customer relationships, and this has been especially exacerbated during the pandemic era. The ability to assist and enhance customer service teams using AI can elevate a company’s performance and make the difference between success and failure,” said Sumir Chadha, Co-Founder and Managing Director at WestBridge Capital Partners.
“We were drawn by the high calibre of SupportLogic customers, who were all strong advocates for the value they get. We invest for the long term and believe that SupportLogic is in a unique position to lead a new era focused on support and service experience, and we see significant growth opportunities ahead.”
