Questions? Answers.
Everything you need to know about SupportIQ.
How is Unwrap’s SupportIQ different from other solutions?
Unwrap’s SupportIQ continuously evaluates every support interaction using AI, tagging outcomes and diagnosing issues without relying on low-response CSAT surveys. This allows teams to spot quality gaps and hard-to-resolve support drivers at scale. Unlike manual QA or sample-based methods, SupportIQ delivers full-coverage, real-time insight into what’s going wrong and why.
What information will SupportIQ tell me?
SupportIQ tells you the true journey of every support case, classifying each interaction into clear resolution states (like successful, unsuccessful, customer disengagement, or transfer/escalation) and capturing the specific resolution path agents take. This lets you understand not just how cases ended, but why, and which agent actions consistently lead to successful resolutions.
How does Unwrap’s SupportIQ improve resolution rates?
SupportIQ improves resolution rates by revealing which actions and workflows are and are not solving the customer’s problem, so teams can quickly fix ineffective behaviors and replicate what works.
How does Unwrap’s SupportIQ lead to higher CSAT scores?
SupportIQ drives higher CSAT by catching quality issues early—identifying unresolved cases, customer disengagement, and ineffective agent actions before they spread—so teams can reduce friction and increase customer satisfaction at scale.
