Great UI, super easy to integrate, accessible price and my team loves the Chrome extension. Chris is also the best CS manager you can ask for, but I can vouch for the entire team. They really understand customer support and the needs of a team.
Every client who contacts the support should get a perfect answer regardless of the agent. Klaus allows to keep up that good level of quality.
We’re now sharing more information internally and providing ten times as much proactive advice between support agents than we did before.
The target of conversation reviews was to improve CSAT and make sure that we are all aligned on what we say. There were no challenges, conversation reviews were quite easy to introduce and follow. Our CSAT has improved from 80% to 90%.
When we first started out, peer reviews were mostly positive, but according to the latest analysis, 57% of reviewed tickets fell under ‘Room for Improvement’. I see this as a good thing showing that the system is working and we are learning a lot from each other.
Filter out tickets you’d like to see, review the conversations and start leaving valuable feedback that helps agents develop.
Quantify internal quality, get actionable metrics for team improvement and agent development, see trends over time.
The people behind Wistia believe in the powers of amazing customer service - and that’s what they aim to provide to their customers, too.Read case study
This ebook will cover how to improve your service quality and maintain it on a consistently high level across the team and channels.
Schedule a demo to learn how to boost the quality of your customer service with conversation reviews.