A great way to ditch the time consuming spreadsheets and spend more time helping your agents succeed.
May 19, 2021
A great way to ditch the time consuming spreadsheets and spend more time helping your agents succeed.
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Playvox
We use Playvox to manage our offshore customer service team. Before, we were using spreadsheets and manual methods that were very time consuming and required multiple people to manage. With Playvox we have been able to automate so much, and the data is easy to find that it allows us to just have one person focus on QA instead of crowdsourcing it which in the end allows for a better agent experience.
- Pairs well with Zendesk. The tickets feed in throughout the day allowing us to spot check daily and provide quick feedback to the agents. The addon in Zendesk also allows other managers to see if a ticket has already been graded when they are looking at it so it doesn't waste time escalating tickets that have already been handled.
- Reporting. The reporting in Zendesk has removed the need to use Excel to create our own reports. We are able to quickly pull the reports we need to send to other departments, or our offshore managers for any time range. This is an ability we didn't have before Playvox.
- Coaching - Being able to track coaching and feedback in an easy to use format that multiple people can see has been a great help. Sometimes as upper management you don't get to see all the coaching that goes on but Playvox makes it easy to review coaching sessions that have happened, and also measure to outcome of those coaching sessions.
- The performance addon can be clunky if you are using metrics that are not normal for CS. We measure a lot of different metrics and they are in different formats which sometimes can be a pain to convert and upload. Sometimes Playvox just doesn't want to play well with what we are uploading.
- The automations, we use Zendesk is ways that are not ordinary for most clients and the automations don't work well for us because they don't have enough customization.
- We used to have three different people working on QA weekly between manually pulling tickets, grading them, and reporting. We now have 1.
- The overall time spent on QA for the week has been cut down by about 60%.
- Our feedback and coaching time has gone from being 2 weeks out, to less than 6 days.
Before Playvox, we used spreadsheets. We spent about 2 months testing another product on the market before even looking at Playvox. It was clunky, and in two months of "testing" we were still unable to implement it fully in the way that we wanted. We contacted Playvox for a test and within a week it was implemented and we had started using it. We have may multiple changes to how we are using it since then but the start up alone was such a relief after spending so much time with the other company. Playvox has always been proactive in offering help, and when we did have situations we normally can get help quickly, and generally with the same agent to keep it consistent. I've never felt like just another "client" with Playvox, as the people we work with seem to understand our use cases very well with little repetitive explanation each time we need something.
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