Solvvy Reviews

via zoom we can see the people with virtual and clear voice then able to connect with every urgent situation. So no hang and no issue to connect, great way to communicate the peopel.

nothing to dislike that. Beacuse 99 positive is there to appreciate but 1 negative is not a big issue to tell. Anyway connect with zoom and enjoy your business and personal meet.

Zoom solve the people real face connectivity. We can find who can talk with us. we can avoid fraud and fake calls. We schedle the meet anytime and anyway. Zoom is a cheapest costly way.

In our organization, we mostly use zoom for VoIP and scheduling the meeting. But few months back they started to use zoom virtual agent to interact with the customer side.

It works well in comparison with a real human incase of timely response, but according to me, it lacks a human touch and mostly the user prefer to talk with a person to get the clear picture of our process or application status.

As a recruiter, i get a lots of calls and emails regarding the job opportunities that we have and inquire about their application status. Incase if they request for job description using the chat bot, it saves a lot of time and effort.

It was a very refreshing experience for me. Nothing I have tried before. It's very convenient and eliminates time having to wait for a live agent to help you out

Nothing. It works as intended and haven't got any issues using it.

Long wait time. Most of the time, simple questions can be answered right away and sometimes, it takes more time for us to wait for an agent to attend to us than the actual solution itself. With Solvvy, it eliminates longer waiting time esp for questions that could easily be answered right away.

We added Solvvy to our tech stack when our company was incredibly small, which allowed us to remain lean on headcount for our CX team, but still effectively handle our inbound volume. By deflecting questions from hitting our inbox before we ever had to have team-members handle them, we've saved thousands of dollars and hundreds of hours to keep a healthy response time and a smooth customer experience, as well as the added bonus of understanding our knowledge gaps on-site. We no longer have to spend hours of manual time pulling and analyzing inbound data to know how to serve customers better.

The Solvvy team has been incredible partners, ensuring the best utilization of their platform and working with us to use their suite of platforms in really practical ways. They've been able to assist with every question we've had and always go the extra mile to work with us to find a solution.

It can take a bit of time if using multiple products from their suite to get everything just as you'd need it in terms of pulling and understanding the best content for customers to engage with (depending on the widget).

Would love to see an update to their Coach feature, where you can assist in the algorithms to determine the best result, as it's sometimes clunky to use, but is a really effective tool. Any sort of reminder/recaps or a more fluid/efficient way to use the feature would be amazing.

Be willing to experiment with their different offerings, some of which may feel counterintuitive when engaging with (or trying to not engage with) customers, but can be very effective.

Ensure you have someone on your team that can keep up with the maintenance of the platform - it's not excessive, but to be the most impactful and effective with the tool, finding time to dedicate to manage some parts of it has been, at times, hard to keep up with.

We deflect + resolve tons of inquiries without them ever hitting our inbox, saving our CX team hundreds of hours, and thousands of dollars along the way. This has been vital in keeping our team lean but still incredibly effective, and allows us to understand site content and how effective (or maybe ineffective) it is.

We've also been able to discreetly and effectively message site updates/issues etc. without disrupting the customer's onsite experience, but while still deflecting unnecessary inbounds.

We've also been able to test content engagement as it relates to product questions and conversion, to best understand which details should be surfaced at the right time in order to carry someone through the funnel.

Solvvy has allowed us to deflect between 20-40% of our ticket volume. They give us the tools to dig into our data and find where we can best help our customers to help themselves and identify places where our documentation may need improvement.

They have also allowed us to create custom workflows that move support contacts further along the process without requiring direct input from our frontline agents. Workflows streamline our processes, reduce customer friction, and save our valuable frontline time.

We use an enormous amount of internal documents in our Zendesk based knowledgebase. Solvvy has difficulty distinguishing between internal and external documents and sometimes makes internal-only information visible to customers in the Solvvy widget. Also, there are some limitations to what we can do with workflows. This has limited our ability to take larger advantage of this feature.

We initially implemented Solvvy for chatbot ai. Self-help tools, analytics, and the implementation of workflows are all icing on the cake. They continue to improve their products and offerings and increase our value proposition. ROI with Solvvy is a no-brainer for us. Using Solvvy has been fantastic since day 1.

Solvvy is a great Self-service tool and has helped us reduce workforce costs for our frontline. We have reduced our frontline costs by about 30% since implementing Solvvy.

I like that the product is complex by nature (algoritham,always working and improving, etc. ) yet, the customer's experience is genuinely simple and easy to follow.

I'm looking forward to the expansion of Explore and building reports on searches and keywords, and really understand connections on key searches. I don't think I "dislike" anything too much in the product.

Do the research, meet the team - it's a seriously worthwhile investment.

We're trying to solve customer problems fast - while keeping our costs lower. We really don't need to talk to customers about everything- and I don't think they want to always talk to us :) Our company has seen a lot of success in deflection around cancellations, start-up, and overall subscription questions.

Solvvy makes it easy for customers who don't need to engage in a conversation with a live rep to find the answer they're looking for quickly. This frees our agents up to help the customers who really need their hands-on help. I was expecting there to be some pushback from customers but after over a year we haven't seen a single complaint.

I didn't love having to commit to a full year. The setup team was great in terms of helping us understand the value, but we weren't yet sure how our customers would react to Solvvy after we fully released it. Turned out there was nothing to worry about, no complaints in over a year and we're deflecting over a third of our tickets.

Solvvy helps us put our deep bench of knowledge base answers in front of customers who aren't quite savvy enough to seek out those materials but would benefit from the quick and easy answers they provide. This frees our agents up to help customers who really need our hands-on assistance.

I love that Solvvy's goal is to assist customers in a way that makes sense and shows the correct information at the right time. We have had issues with bots and AI in the past. I love that Solvvy is so upfront about self-service.

There seem to be some growing pains in terms of how fast Solvvy is moving. The feature set is excellent, and there is almost always constant improvement with the platform. The growth sometimes causes minor issues with conflicting information from the Support team vs. my CSM.

A bulk of the issues that our customers run into is not too complex. Solvvy addresses most of these concerns allowing the support team to assist better and provide a greater level of service to the customers that do end up creating tickets.

Ability to curate answers by utilizing FAQs, Website Info, Internal Docs, and Internal Knowledge base. It feels less robotic and more personal when answers are curated in such a format. Further integration abilities to show the most recent shipment status, order status, etc., make this tool very powerful.

Solvvy has everything to be the best-in-class self-service tool. If you can phase out the project to gradually integrate it with all internal systems, you will get the best out of it.

We use Solvvy as an intermediary platform between agents and customers. Customers can ask any question related to their pre or post-checkout activity. Solvvy can resolve 60% of our tickets by curating the answer. We were able to successfully cut our contacts per order by half by implementing Solvvy.

The best thing from Solvvy has been the ongoing support and trying to optimize the total experience. Some vendors are glad to take your money and never reach out. Solvvy, on the other hand, is consistently trying to find ways to improve our customer service and ways we can be more efficient. It has been remarkable.

Analyzing the customer support questions that come through the modal and coaching the Solvvy algos can be a bit overwhelming. But it looks like changes are being made to address this.

Would 100% recommend this service if you are on the fence. Very little downs

Update: we are now seeing over 45% on the self-service rate, thanks to Solvvy. With the addition of workflow builder in the last two months, we are seeing almost 60% SSR. This trend is tremendous and will only get better as we fine-tune it over time.

After a year of Solvvy, we are averaging a 30% self-service rate. It's been outstanding. Clients can get answers faster, enabling us to spend more time with the more involved support requests. We've grown consistently over this time, but we have not had to hire additional support staff during this time. I contribute this primarily to Solvvy.