Crest Reviews

Quick turnaround whenever we have questions or are looking to implement new features

No significant concerns, I would like to be able to utilize or test new features more frequently

Cresta helped us create an all in one system for inspecting and documenting our coaching plans which has eliminated time and unnecessary tools/processes that were previously in place

Cresta has been helping with reporting and coaching. I can easily run reports to see how my team is doing, as well as look at their past coaching history.

Currently, There is nothing to dislike about Cresta.

We wanted to be able to score and grade chats right in the tool and add that to coaching plans. It has made this work take half as long as it did before.

Cresta is a great coaching tool that allows me to review and score chats efficiently. I can read conversations and pull up the score guide on the right-hand side seamlessly. When I coach consultants, Cresta allows me to activate real-time hints in different conversation areas for each team member. Through the Cresta AI, the system learns to place these coaching hints from the thousands of conversations properly.

I don't have complaints about the Cresta system at all. Once in a while, there will be a few bugs that prevent me from pulling up my team automatically, or I get a random error message when I try to score a chat, but these are very rare. If I report a problem, Cresta responds to my request in an appropriate amount of time.

In the past, I had to read chats and score in a different system, which often took a long time since I had to switch between tabs constantly. Everything I need to coach, conversations, hints, and coaching plans are all stored in one centralized system. I spend less time scoring and more time preparing and helping my team have great conversations.

The insights from the leader dashboard allow us to pinpoint and coach agents more efficently.

Nothing all of the dislikes are with LMI

its giving the agents a birds-eye view of what they are doing well and what they are missing the mark on

I love that our partners are giving us creative ways to review insights to our business! They are collaborative and open to all feedback.

No downsides at this point. We are still in the creation phase.

Cresta is providing business insights at a faster pace than our current reporting

To have the ability to see insights into customer and agent behaviors will be extremely enlightening!

As of right now, I don't see anything at the moment. I know that if there is something I dislike, the team will be receptive to feedback.

Customer analytics and this will allow us to be able to better pinpoint painpoints and opportunities to better help customers.

The responsiveness from the company. They take out feedback and execute very quickly with suggestions. They have roundtables and ask about our likes and dislikes about it.

With new updates it can be buggy at times. Like for example: clocking and timing out occasionally. The bright side is a responsive support email available to us and they give updates a long the way

"Chat Flow" As a supervisor my duties are split between coaching and meetings. Cresta is a little piece of AI that gives my agent a side by side to remember to do the right selling behaviors even when I am not there.

The abilitiy to pull live calls and closed calls.

when you try to skip ahead it jumps. The calls transcript is not 100% accurate .

The transcripts need to be better .

Being able to do rides and allow the agents to see score cards

Good to remember conversation and verify what you or a guest said. Also very helpful in keeping track of call throughout the day. Very helpful to backtrack if you want to remember a telephone number or name without getting the guest frustrated.

Sometimes it does not transcribe properly or pick up on calls. Also when you review the telephone calls it bleeps out all the number which i know it is more for credit card privacy but sometime shearing the telephone number is useful.

Very useful to keep track of work and calls

Holding agents accountable for what they tell guests and promise during the time of booking. For training purposes easier to pull up the call versus our actual phone system that we use.

The transcription to me is the best part about cresta

Sometimes not accurate in what it transcripts and does not show the phone numbers anymore.

Looking back to see what a guest said or a date they provided