Krishna Raj Raja is the founder and CEO of SupportLogic, the world’s first AI-driven Support Experience platform. As the first support engineer hired at VMware India, Raja spent time reading every single customer support message and proactively solving problems. But as the company grew, its connection to the customer was severed. This hurt the customer experience and eventually the brand, inspiring Raja to find a better way to deliver exceptional support at scale.
Support Experience is the result of decades of experience in the support industry. Raja offers a new path for fast growing companies, where the future of customer support is more human than ever.
“Support Experience breaks new ground by showing how AI can finally elevate the Voice of the Customer (VOC) to strategic heights. Krishna Raj Raja explains how AI isn’t just for automating tasks—it’s a tool for unlocking deep, contextual insights that were once hidden in the noise of big data."
"A compelling narrative on why Support Experience matters even more in the disruptive era of Artificial Intelligence”
“Support conversations are the most honest and context-rich interactions we have with customers. Yet for decades this data has sat untouched and underappreciated. That is changing rapidly and becoming a key competitive advantage for forward-thinking companies. Becoming an SX-driven organization is one of the most impactful things you can do for your company. This is a must read for any organization"
This book is a powerful reminder of why great customer support isn’t just about fixing problems—it’s about creating meaningful experiences. Krishna, who’s dedicated his career to transforming how companies interact with their customers, explains the difference between basic customer support and what he calls Support Experience. It’s not just about solving issues; it’s about building real relationships and making customers feel valued. A must-read for any company, big or small, that wants to go beyond transactions and truly connect with their customers. Krishna shows how businesses can add heart to what they do, helping customers succeed in ways that last far beyond the product or service they sell"
“A must read for any leader, Krishna does an outstanding job describing how to make a sustainable shift from a reactive to proactive support experience leveraging the power of AI!
"Support Experience offers a compelling roadmap for leveraging technology to transform customer support. A must-read for every support leader."
"Krishna has written a wonderful manifesto of how Support Experience can change the world by using customer insights to improve not just support delivery, but products and services"
"As a visionary CEO and industry pioneer, Krishna Raj Raja has been at the forefront of the AI revolution in customer support. Support Experience offers a blueprint for organizations seeking to transform the people, process, technology, and culture of customer service through cutting-edge technology and innovative strategies…and how to do it all profitably"
Voice of the Customer is the lifeblood of every technology business. But most companies lose touch with it as they scale, leading to poor customer experiences and high churn.
Some companies, however, have taken a different path. They not only stay in touch with the Voice of the Customer... they amplify it with artificial intelligence and smart automation. Their secret? Building a world-class Support Experience.
Support Experience transforms customer support from a reactive cost center to a proactive profit center. It empowers your people to deliver exceptional support at scale. It turns customer conversations into tangible product improvements, fueling the long-term health of your business.
Author Krishna Raj Raja shares the blueprint for building a thriving business in the age of AI while making customer support more human than ever, with examples from iconic companies like Apple, Adobe, Google, Salesforce, Snowflake, VMware, and more. This book is for CEOs, Chief Customer Officers, Customer Support Leaders, Product Managers, and anyone looking to leverage AI for better customer experiences.
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