Extend the capabilities of Zendesk Support with Playvox Quality Management (QM), a comprehensive, flexible and digital-first solution that lets you move beyond basic Quality Assurance (QA) to full Quality Management (QM), so that you don't just identify problems, you fix them. Playvox QM provides quality assurance, coaching and motivation tools seamlessly integrated into Zendesk.
Monitor service quality in the easiest way possible:
Drive continuous agent improvement:
Recognize & reward your team based on their results
Playvox is a very amazing tool! It is very helpful in monitoring my performance. I can easily see if I am performing well or not. It helps in identifying what's the problem and how to fix it. Whenever I received coaching or evaluation, I can easily provide feedback or submit disputes. It is very user-friendly and very organized. Its "Community" tab is very awesome that you can post in there like sharing positive thoughts or appreciations which I believe greatly helps in motivating colleagues. Also, the Karma points inspire everyone to work well. Overall, I would say that Playvox is a must-have tool! It has everything you needed in monitoring employees' performances and at the same time, give them rewards.
PlayVox is without a doubt excellent! In the short 6 months that we've had PlayVox up and running for our support team, we've seen morale skyrocket! We utilize the karma store feature as an incentive program for the team and they love it! We have a super busy support workflow, so giving agents an opportunity to communicate with each other outside of work questions and work events has been amazing! They have been working together more and are learning to support each other as well as our users. It can sometimes turn into the peanut gallery, but it's been positivity all around. The quality and coaching features are excellent and don't leave much room for wanting (depending on your QA flow of course). The "Mark as acknowledge" feature for both coachings and QA's has been excellent for holding everyone accountable (team leads included). Not to mention their extremely receptive support and product team! A few of the suggestions I had made at the beginning of our PlayVox use are now features and the product team is very responsive and on their A game all day every day! Their support team is absolutely wonderful and welcoming, I've never had a bad experience. Sometimes I can ask some pretty in-depth questions and the team has been really awesome about making sure I get a correct answer, and providing me updates if they don't have it right away. If you were checking out Maestro, stop it! I tried them out as as well and it didn't have close to the functionality of PlayVox. Not to mention PlayVox's "Interactions" search for agent tickets is always up to date with brand new tickets and chats (unlike Maestro if this was one of your pain points). Our sales team is even about to start using PlayVox! They don't have a QA program, but they use it for coachings, community, and even more incentives! No matter your workflow and needs, PlayVox probably has you covered. If you're thinking about it, start a trial! It may not be a perfect fit for you, but the team is more than happy to help you figure out any workflow needs and answer any strange questions you may have. (Big shout out to Juan for being awesome!) Thanks!
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