Basware a global leader in financial software and touchless invoicing solutions—rapidly scaled, its customer support team found itself overwhelmed by a growing backlog of escalations. They faced a common industry challenge: an overly reactive support model that made it difficult to identify which cases needed immediate attention, which ultimately risked customer trust and required extensive resources to resolve.

In this episode, we discuss how Arnoud Schouw VP of Customer Support at Basware transformed customer support operations by partnering with SupportLogic. Arnoud explains how integrating AI-driven sentiment analysis and escalation prediction acted like a "sixth sense" for his team, allowing them to proactively identify customer pain points before they turned into major issues.

Key topics covered in this episode include:

• The Shift to Proactive Support: How Basware leveraged real-time customer data, rules, and alerts to prioritize cases based on urgency and true customer sentiment rather than just looking at ticket numbers.
• Stunning Operational Results: The exact strategies that led to an astounding 80% reduction in support escalations and a 30% decrease in case resolution times.
• Boosting Customer Health: How Basware's VIP customer health scores improved by 93%, strategic customer health scores rose by 72%, and average CSAT scores climbed to an impressive 5.3 out of 6.
• Cross-Team Collaboration: Using AI insights to build a bridge between support, customer success, and product teams to ensure feedback is heard and acted upon quickly.
• What's Next for Basware: Arnoud shares his team's future plans to involve support agents more deeply with AI tools and leverage advanced case analysis to build stronger, long-term customer relationships.

Tune in to learn how AI can turn customer support into a true competitive advantage, acting as a foundational tool that makes life dramatically better for both your support teams and your customers