Playvox is so good, no?
Updated June 09, 2022
Playvox is so good, no?
Junior Team Leader
GlovoLogistics & Supply Chain, 51-200 employees
Score 8 out of 10
Overall Satisfaction with Playvox
Playvox is used by the entire Glovo company! As you know, this is a Spanish startup that has spread in many countries, including Kazakhstan. In the company, Playvox is used for analytics, statistics, and evaluation and audit of the work of employees. Namely, customer service. It is integrated into a special CRM system, from where it takes information (chats with customers, couriers, partners of the support service agents themselves).
- Filters for pulling up the necessary chats for evaluation.
- The ability to create a scorecard for the evaluation of chats.
- The possibility of obtaining analytical data and setting up reports in automatic mode, which allows the top manager to save time.
- User-friendly and intuitive interface.
- Community within the system, which allows you to be on the pulse about new updates of the company.
- Search for ratings for the agents themselves, sometimes agents do not understand what ratings they generally received for a month or another period.
- Analytics and reporting are a bit inconvenient in the search, it would be good to add a mini directory.
- The meaning of all awards and badges are not clear.
- Unfortunately, I can't provide accurate information about this, since I am not an employee who controls such metrics and I am not the owner.
I have not used other products similar to Playvox, since we [have] always used Playvox in the current position. It is quite obvious that the company chose from several similar products, but when the company expanded in Kazakhstan, an instruction for using Playvox was already accepted. For this reason, I cannot provide other products that were used in this section of the questionnaire.
Do you think Playvox delivers good value for the price?
Are you happy with Playvox's feature set?
Did Playvox live up to sales and marketing promises?
I wasn't involved with the selection/purchase process
Did implementation of Playvox go as expected?
I wasn't involved with the implementation phase
Would you buy Playvox again?
It is perfect for a company that works online, and conducts customer service through any CPM systems, since it can easily integrate into any of them. It is very convenient when evaluating chat calls that are made of course online. On the other hand, its analytical functions will allow you to monitor the company's agents, track progress or regression, and identify problems to solve.