Support as Infrastructure: Elevating Client Success in the Age of AI

By Blair Hall, VP of Client Experience & Andrea Hayward, Director of Client Operations

In digital commerce, the difference between a smooth operation and a costly disruption often comes down to support. When suppliers and retailers are orchestrating thousands of transactions across multiple systems, the stakes are too high for support to be treated as an afterthought.

Yet across the industry, support is still framed as reactive: a ticketing function to fix something after it breaks. At Logicbroker, we see it differently. Support is infrastructure. It must be reliable, scalable, and deeply embedded into the customer experience from day one.

That philosophy is what guides our client teams today, and it’s why we’re investing heavily in AI-enabled tools to make support faster, smarter, and more consistent. For our clients, this means an enterprise-grade experience for every user, from the largest retailer to the newest supplier in the network.

Why Support Is Infrastructure

Research shows just how much support shapes outcomes in B2B relationships. A poor customer experience can cost companies more than $3.7 trillion globally in lost sales opportunities each year. More than 70% of customers say they would switch providers after a single bad interaction.

For enterprise commerce platforms, those numbers are a wake-up call. If data flows stop, orders get stuck, or onboarding drags out for weeks, clients don’t just feel frustrated, their businesses stall.

That’s why we’ve built support into the foundation of Logicbroker’s offering. Every integration, every supplier relationship, every product onboarding flow is backed by a Client Success model that prioritizes stability and growth.

The Logicbroker Approach to Client Experience

Our teams, spanning client experience, operations, and product specialists, work as partners in our clients’ growth. That means guiding retailers through complex onboarding, helping suppliers standardize product data, and proactively spotting potential friction points before they become problems.

It also means investing in the right systems to keep support seamless. According to Salesforce, 84% of B2B buyers say their experience with a company is as important as its products or services. That statistic underlines why our client partnerships go beyond transactions. We focus on building trust at every stage of the journey.

How AI Elevates the Support Experience

Support at scale requires more than people power. It requires systems that amplify efficiency without losing quality. That’s where AI plays a crucial role.

Knowledge at Speed

Research shows 67% of customers prefer self-service over talking to a representative, and 91% would use an online knowledge base if one were available and tailored to them. Logicbroker’s AI-powered portal helper makes this possible. Supplier clients can ask questions and receive accurate, up-to-date answers instantly, powered by our comprehensive knowledgebase.

Smarter Onboarding and Validation

Our platform processes huge volumes of product data from diverse suppliers. As Logicbroker rolls out AI-assisted Workflows over the next few months, an AI agent can help map attributes, normalize values like color and size, and validate product content against retailer standards. This eliminates one of the most time-consuming aspects of onboarding and reduces manual errors.

Faster Resolution and Consistency

Studies show that AI-enabled support can reduce average handling time by up to 30%. By integrating an AI helper directly into the portal, our retailer customer’s suppliers and vendor clients can resolve routine issues more quickly.

Proactive Insights

AI flags patterns in support queries, helping us identify emerging issues before they affect more clients. Instead of waiting for a problem to escalate, we can address it early, saving our clients time and resources.

The Competitive Advantage of Support as Infrastructure

Many platforms focus on features and integrations, assuming support can be bolted on later. But features without reliable support create risk. The real differentiator is a platform that not only enables commerce but sustains it through resilient, enterprise-grade service.

86% of customers say they would pay more for a better experience. That’s because support isn’t just about fixing problems; it’s about providing peace of mind, protecting margins, and enabling growth. At Logicbroker, we treat support as a pillar of infrastructure. It’s what allows our clients to expand into new channels, onboard suppliers faster, and deliver consistent experiences to their customers.

Built to Scale With You

In modern commerce, support can no longer be reactive. It must be as stable and forward-looking as the technology it underpins. At Logicbroker, we’ve built our Client Success model around that belief. With AI enhancing our capabilities and a team committed to partnership, our clients can trust that support is not just a safety net, it’s a foundation for growth.

As retailers and suppliers navigate increasing complexity, Logicbroker will continue to invest in the people and technology that make support a true differentiator. Support is infrastructure, and with Logicbroker, it’s built to scale with you.