Zoom Virtual Agent Avantages et Inconvénients

Solvvy nous a beaucoup aidés à contrôler nos files d'attente de tickets et a offert des options d'auto-assistance à des milliers de nos clients pour offrir la meilleure expérience possible. Avis collecté par et hébergé sur G2.com.

Solvvy demande beaucoup de travail de notre part pour bien faire le travail. Nous devons former le système et collaborer régulièrement avec leur équipe pour nous assurer que l'intégration fonctionne correctement. Avis collecté par et hébergé sur G2.com.

Solvvy has improved our customers' ability to self-serve, provides insightful data and reports to drive decisions, and provides an avenue for us to make quick changes based on what we're hearing from customers. Avis collecté par et hébergé sur G2.com.

We haven't had to interact with their support team much, but when we have, we've had trouble getting timely responses from their support team. The overall implementation process, along with their CSM team, has been great to work with. Avis collecté par et hébergé sur G2.com.

Solvvy helps us as a customer-facing team guide customers to answers in a faster, interactive, user-friendly, and aesthetically-pleasing way. It also helps us understand what types of inquiries customers are reaching out about and where we as a company can improve on our public-facing pages. The partnership is also really valuable and highly appreciated. Avis collecté par et hébergé sur G2.com.

I feel that there is an opportunity for the reporting to be more impactful and a little more straightforward, especially considering how powerful of a tool it is. Still, it does help us for our purposes. Additionally, there are some tips and tricks that we learned only through our CSM. Avis collecté par et hébergé sur G2.com.

Solvvy was ready to save support cost right out of the box. They are constantly improving the product, and their customer support is top-notch. Avis collecté par et hébergé sur G2.com.

Our business operates as a marketplace in that we don't sell a physical product. There are parts of Solvvy that were meant for companies that sell a thing. We were still able to make it work for our business. Avis collecté par et hébergé sur G2.com.

Solvvy requires less active work from our team to be a successful tool. The workflow builder is a fantastic tool compared to other chatbots I've used and saves our team a lot of headaches! Avis collecté par et hébergé sur G2.com.

I think there is room for improvement for more thorough training of answers and more specific intents. I'd like to see the ability to train an intent, like a tag. Avis collecté par et hébergé sur G2.com.

Since the implementation of Self Service workflows, we have not only improved our overall Self Service %, we have also improved our overall customer journey. With the implementation of workflows assist into genesys, a noticeable improvement on our agents overall chat AHT Avis collecté par et hébergé sur G2.com.

I would like to see the implementation of setting schedules for workflows and announcements, this will make the customer experience unique and relevant to what is happening in real-time Avis collecté par et hébergé sur G2.com.

The analytics features are excellent - it is broken down by workflow type so you can identify what is working and what isn't. There are additional segmentations to support a granular view of your Self Serve performance in a given time period. Avis collecté par et hébergé sur G2.com.

The only downside I can think of is that It would be great to have automated recommendations so that Solvvy can identify how it thinks best you can/should improve. Avis collecté par et hébergé sur G2.com.

La facilité et la rapidité avec lesquelles je peux localiser des articles pertinents pour les clients et aussi permettre aux clients de se servir eux-mêmes et de trouver ces réponses par eux-mêmes. La connaissance à portée de main ! Avis collecté par et hébergé sur G2.com.

Certains des articles recommandés qui apparaissent sont un peu trompeurs pour le client, mais cela peut être dû à la manière dont ils sont présentés à Solvvy de notre côté. Avis collecté par et hébergé sur G2.com.

Solvvy est un outil en constante évolution qui est très utile pour établir un département de libre-service. Avis collecté par et hébergé sur G2.com.

L'IA de Solvvy ne semble pas toujours fonctionner correctement pour les langues non anglaises. Avis collecté par et hébergé sur G2.com.

Workflows are easy to build. That is about it. Avis collecté par et hébergé sur G2.com.

There are frequent bugs and the capabilities are very limited. I should be able to train the bot on an intent that is not listed. The data is also very exaggerated for self serviced. Assuming someone that dropped off and didn't return was helped is not that accurate. Avis collecté par et hébergé sur G2.com.