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Playvox is great for support and sales QA!
Updated November 16, 2018

Playvox is great for support and sales QA!

Sarah Holdgrafer | TrustRadius Reviewer
Score 9 out of 10
Vetted Review
Verified User

Overall Satisfaction with Playvox

We currently use Playvox to evaluate our support team's customer interactions against our quality metrics. We use the coaching feature to manage coaching sessions between agents, team leads, and trainers, and as a social platform for agents to recognize agents, leads, and managers when they do something helpful for them. We use the calibrate feature to ensure all managers and leads can come to a consensus on how interactions should be evaluated. And we use the karma point system to reward agents with public kudos on a job well done and a selection of prizes.
  • The evaluation forms are easy to create and use, and can be fully customized to represent the rubrics and metrics you've developed for your teams
  • The platform provides good permissions and collaborative functions. Leads, managers, and others roles can have specific views for their teams, share amongst other managers and leads for input, track coachings, and manage other lead responsibilities independent of specific evaluations.
  • The social element for the agents seems to have improved team morale, as agents, leads, and managers can recognize individuals and teams using badges and karma points.
  • The UI is not quite as intuitive as it might be. It took some time to understand where to access specific functions and what each function was specifically for (we wrote an internal guide to help our leads and agents use it effectively)
  • We are about to implement for our sales team as well, which will use Playvox a bit differently than our support team - more focused on coachings and less focused on evaluating specific interactions. It would be great to have separate teams like this clearly delineated within a single Playvox instance, but still allow support and sales agents to interact and recognize each other in the community section.
  • As an admin, it would be great to change views so I could see what users at the agent level see.
  • Our CSAT has improved between 6%-10% across the board since implementing Playvox
  • Employee satisfaction has improved, resulting in better team morale and less agent turnover
  • Employees report understanding the expectations on any interaction, and coaching directly to them makes them feel more confident they are doing their jobs well, and more certain they can get the help they need if any area needs improvement. They feel, generally, that the company is more invested in them.
  • Maestro
We liked the UI of Maestro, but it lacked several of the additional features provided by PlayVox (esp. the social elements, recognition, coaching collaboration, and karma points). Also, PlayVox support has been amazing. They've actually implemented several feature requests we had, and worked closely with us to develop the best experience on this platform. Maestro support was not nearly as responsive.
It's very well suited for customer support interaction evaluations, as well as agent coaching sessions, and in organizations where "support agent" tends to be an entry-level position within the organization. It's good if the interactions fall within a certain set of likely issues that can be addressed within a limited set of appropriate responses.

I can see it being less useful in areas where employees need more specialized knowledge or the knowledge requirements for the position are more specialized. I likely wouldn't use this for a smaller specialized team, like an escalations team or developer support team, or a team that requires broader latitude to address issues effectively.

Using Playvox

40 - Support team managers, team leads, and support agents (including frontline support and enterprise level support). We are adding sales agents, account managers, and sales team leads and team managers very soon.
4 - Our support QA rep is the primary person for all things Playvox - she is the primary admin and develops all our evaluations and manages settings, karma, karma store, and training for Playvox. Our team leads use it for agent coaching and our manager uses it to review evaluations and coachings, ensuring everyone meets their operational goals each month.
  • Support agent evaluations by QA
  • Support agent coachings by team leads
  • Manager and lead collaboration to ensure quality goals are met
  • Support team announcements (previously using Slack, which was not as effective)
  • Using the social element to get to know the team better (esp. for those who don't interface with agents daily)
  • Not sure at this point, but I'll think on it!
It's an excellent tool that makes our support team better and happier. Playvox support is also extremely responsive and helpful.

Evaluating Playvox and Competitors

Important factors included the ability to easily create and edit any evaluation forms we created, and the level of customization available to us. The ability to integrate with ZenDesk, create custom reports, and interact with managers and leads directly within the platform to track all of the activity were paramount.
Additionally, the ease of using the product, but for our admins, leads, and managers, and also the agents that we evaluated, was very important.
We feel pretty good about our eval and selection process. We also evaluated MaestroQA, which had many of the features we required as well as a nice interface. But, in comparison to Playvox, we found it was lacking. once we evaluated Playvox, we realized PV had additional features we hadn't even considered before (the social aspect and the karma store were unexpected bonuses, and the extensive reports, coaching ability and "calibration" is what ultimately tipped us in favor of Playvox)