Overall Satisfaction with Quantum Metric
In Western Union different teams across the company have access to Quantum Metrics (for example Fraud Support, Webcare, Content team, etc.). In my department specifically, we use it in different ways since our team is in charge of overseeing part of the health of the websites/mobile apps. We use it mainly in two ways:
One of the ways we use QM is to have/create different dashboards to monitor the certain behavior of certain APIs or error codes, as well as to see statistics of website behavior in general.
The other and main way we usually use it is to give support to every day escalations that are sent to us either by customer service, another employee or the customer him/herself. We are able to see the exact behavior of the customer and the website and analyze the videos and logs to determine the exact issue that the customer/website is facing. It's really useful since sometimes there are issues that cannot be simply seen by checking logs and it helps us out with seeing it all from a customer/user perspective.
Overall, QM is an excellent tool that my team is very pleased to possess.
One of the ways we use QM is to have/create different dashboards to monitor the certain behavior of certain APIs or error codes, as well as to see statistics of website behavior in general.
The other and main way we usually use it is to give support to every day escalations that are sent to us either by customer service, another employee or the customer him/herself. We are able to see the exact behavior of the customer and the website and analyze the videos and logs to determine the exact issue that the customer/website is facing. It's really useful since sometimes there are issues that cannot be simply seen by checking logs and it helps us out with seeing it all from a customer/user perspective.
Overall, QM is an excellent tool that my team is very pleased to possess.
- Provides clear video sessions of the customer interaction - Helps put your in the shoes of the customer
- Provides clear step-by-step logs of behavior - Gives clarity on every single action made by the customer
- Has a vast amount of filters - Gives a large sum of options to be able to pinpoint specific scenarios
- There are some occasions where the sessions will not be recorded properly or it is very hard to see. (small font, not captured at all, etc)
- It would be great if sessions 60+ days were available.
- It assists in one of the main goals of the company, which is being customer centric.
- It has assisted in resolving issues that are sometimes only able to be seen be viewing the video replay of customers.
- It helps handle/resolve escalations before SLA's are breached.
Do you think Quantum Metric delivers good value for the price?
Not sure
Are you happy with Quantum Metric's feature set?
Yes
Did Quantum Metric live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Quantum Metric go as expected?
I wasn't involved with the implementation phase
Would you buy Quantum Metric again?
Yes