Cresta saves your team time and improves quality of customer conversations with ease!
Use Cases and Deployment Scope
Myself and my department utilized Cresta as part of our efforts to improve our communications with customers. The main business issues our team faced were that we struggled to provide excellent customer service to a high volume of customers in an efficient manner. Each representative had multiple chat conversations running simultaneously, thus prompting the search for a solution that could save time and drive better customer conversations.
Pros
- Saves each representative lots of time
- Provides creative response options that the representative may not have thought of
- Creates a uniform communication style across all team members (singular brand talking style)
Cons
- Downtime. Cresta sometimes would not pop up in our native chat conversation environment
- Bugs (UI line height issues occurred somewhat frequently)
- Incorrect prompts (Cresta would call the customer 'Mother' instead of their listed name)
Most Important Features
- SmartCompose
- Tip and Suggestion Box
- Cresta Support Team
Return on Investment
- Handling time has been drastically improved
- Quality of conversations has increased
- New hires pick up on the role much quicker because of Cresta's suggestions
