superior customer support experience
August 27, 2018
superior customer support experience
Score 7 out of 10
Vetted Review
Verified User
Overall Satisfaction with Genesys PureCloud
With the expansion of our company's presence into global markets, we've felt the need of consolidating our customer support/success center as well. We decided to purchase the Genesys Cloud solution to help manage our customer contact centers. This cloud based software is integrated with our CRM framework purchased via Salesforce.
- The learning curve for new employees using this system is very minimal. Managers can easily gain access via call recording to help train the employees.
- Ability to follow up with immediate online or over the phone feedback helps managers track employee performance and aides in training as well.
- We have experience intermittent calls dropping while the customers are being placed in the waiting queue.
- It would be nice to have customers call into the service and report their callback numbers if the wait times are long.
- Going over the reports and dashboards generated by the customer success department it seems like Genesys Cloud solution has really improved our level of service.