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Why Playvox has made life easier for Quality Assurance people like me, and why we stopped looking and started working
April 13, 2021

Why Playvox has made life easier for Quality Assurance people like me, and why we stopped looking and started working

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

Overall Satisfaction with Playvox

We use Playvox to gauge customer service quality across several support channels (email, phone, and chat). We've created specific scorecards for each support channel where agents are graded according to our outlined metrics. We also calibrate metrics on a regular basis as well as create coaching sessions for those in need of improvement. Also included are mechanisms for disputes which ensure a feedback loop between the reviewer and agent. And lastly, we rely on the app's reporting features to give us historical data on current performance trends.
  • Custom scorecards are vital for customer service people in creating their own set of performance metrics.
  • The "coaching" feature makes grading particularly useful when providing constructive feedback to the agent as well as being able to track multiple sessions.
  • Integration with Zendesk and Desk.com, making it easier to pull samples for evaluation.
  • The ability to edit the scorecard on the fly, right now it remains in a "locked" state after creation.
  • The evaluator filter seems broken as we are unable to view each other's work.
  • Being able to "bulk delete" unnecessary interactions under evaluations
  • The app (Playvox) continues to have a great impact on our customer support team's overall performance, allowing us to pinpoint areas of improvement as well as revealing coaching opportunities for those in need of it.
We've selected Playvox over Stella Connect due to ease of use, simple yet powerful features as well as integration with our preferred help desk apps. Being able to create tailor-made scorecards based on one's preferred metrics was also one of the deciding factors that made us favor Playvox over Stella in the long run.

Do you think Playvox delivers good value for the price?

Yes

Are you happy with Playvox's feature set?

Yes

Did Playvox live up to sales and marketing promises?

Yes

Did implementation of Playvox go as expected?

Yes

Would you buy Playvox again?

Yes

Playvox is well suited for large customer support groups, where managing agents for evaluations and coaching can be a breeze. It does get rid of the traditional QA workflow which used to be tedious and time-consuming due to the utilization of several apps compared to Playvox which can be compared to a one-stop-shop.