Playvox: A tool that changed our perspective towards QA processes
November 14, 2021
Playvox: A tool that changed our perspective towards QA processes
Score 10 out of 10
Vetted Review
Verified User
Overall Satisfaction with Playvox
Playvox is being used at our company to evaluate all sorts of live chat, email, and call interactions between our employees and the customers/vendors. My team evaluates these interactions using different scorecards designed separately by our teams for each modality. On top of this, we also launch coaching for our agents on the mistakes made during the interactions in order to help them improve. From a QA manager's perspective, Playvox gives great visibility to what my QA team is doing and has plenty of options to keep a check on disputes being correctly managed and handled.
- Multiple automated reports based on individual scorecards
- Complete visibility of data and reports on a daily, weekly, monthly, and quarterly basis
- Being able to launch coaching along with each evaluation with any errors
- The layout gets weird when opened on a mobile browser and clickable items sometimes disappear
- Having a "night mode" would be very useful
- Helped in increasing the CSAT scores since the mistakes pointed out by the QAs were directly affecting the customer experience
We started using playvox on day one and didn't switch to any other tool since it was worth the money. Our teams haven't been able to identify any off-putting issues with the tool and the fact it's quite intuitive and easy to use, makes it one of the best products in the market.
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?
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?
Yes