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AF

Verified User in Food & Beverages

Mid-Market (51-1000 emp.)

7/28/2025

"Experiences with Laivly"

5/5

What do you like best about Laivly?

Our collaboration with Laivly has focused on the implementation and adoption of performance-driving tools. These resources have been part to our action plans for optimizing key metrics, notably Average Handle Time and documentation. We have successfully quantified the tools' efficacy by analyzing the performance variance between adopting and non-adopting teams. Using the available reporting infrastructure provides critical trend analysis, and our ongoing partnership with Laivly ensures the tools are continuously refined to meet our specific operational demands. Review collected by and hosted on G2.com.

What do you dislike about Laivly?

I have no complaints about Laivly's ongoing support, which has been both responsive and effective. The only minor hurdle we faced was at the very beginning. The initial push to drive usage and results occurred before we had fully familiarized ourselves with the platform's dashboards and resources. Ensuring users understand all the available tools before focusing on performance would make the adoption process more seamless. Review collected by and hosted on G2.com.

What problems is Laivly solving and how is that benefiting you?

First, its complete voice transcription ensures we have an accurate record of customer requests, which prevents errors and follow-up questions. Second, its ability to create summaries that can be tailored to our program's specific standards provides a significant advantage, as it ensures all documentation is both consistent and compliant. Review collected by and hosted on G2.com.

Response from Sara Shimoji of Laivly

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Thank you so much for sharing your experience with Laivly. We are thrilled to hear that we have been instrumental in optimizing key metrics for your team. We also appreciate your suggestion to familiarize users with all available tools. There's definitely a lot that Sidd can unlock!

Our support team at Laivly truly is amazing! I'm so glad to hear that they have been responsive and effective for your team. If you have any further feedback or if there is anything specific you would like us to address, please feel free to reach out to your Customer Success Manager. We value your partnership and look forward to continuing to support your success.

AO

Verified User in Outsourcing/Offshoring

Enterprise (> 1000 emp.)

7/25/2025

"Easy solution high ROI"

5/5

What do you like best about Laivly?

What stands out is how quickly we were able to implement Laivly across multiple teams. The setup was simple, and onboarding new users has been smooth thanks to the platform’s intuitive design. It gives me full visibility into performance and adoption, and it’s flexible enough to scale as our needs grow. Seeing both the impact and the engagement from users has made it easy to champion internally. Review collected by and hosted on G2.com.

What do you dislike about Laivly?

Managing a large user base means we occasionally run into questions about permissions or edge-case scenarios, and I’d love even more self-serve admin tools in some areas. That said, the Laivly team is responsive and quick to help, which has made these moments easy to resolve. Review collected by and hosted on G2.com.

What problems is Laivly solving and how is that benefiting you?

Laivly is helping us bring consistency, accuracy, and speed to workflows that used to be manual and error-prone. From an admin perspective, it reduces operational drag and gives us real-time visibility into what’s working and what’s not. We’re able to track adoption, spot performance trends, and continuously optimize without relying on clunky reporting or multiple tools. It’s been a huge unlock for managing quality at scale. Review collected by and hosted on G2.com.

Response from Sara Shimoji of Laivly

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It's great to hear that Laivly has helped bring consistency, accuracy, and speed to your work. We're happy you've been able to leverage the tool to help with real-time visibility into your org's performance. We're working to bring more self-serve tools to you to power up your program even further.

AL

Verified User in Leisure, Travel & Tourism

Enterprise (> 1000 emp.)

7/23/2025

"Collaborative Team, Compelling Solution"

5/5

What do you like best about Laivly?

Laivly’s team approach was to get really deep learning on our product and team that allowed them to identify issues we didn’t see ourselves and to formulate available options of solutions to them all while speaking our internal jargoned language. In brief, they found problems we didn’t know we had and told us how to fix them and spoke our language (not some technology mumbo jumbo). Review collected by and hosted on G2.com.

What do you dislike about Laivly?

It took time to deploy and really see the benefits. The team was patient with building the process but it did take some time to get started. Review collected by and hosted on G2.com.

What problems is Laivly solving and how is that benefiting you?

First, we have been focused on resolving product issues that caused customers to contact support and we greatly improved much of our product addressing the low hanging fruit over the course of several years. But support demand still exists. It’s just that we took away all the easy scenarios from our human agents. The low handle time cases and the easy CSAT cases were now addressed by product enhancements. So we were left with our agents dealing with high handle time problems where it is difficult to follow our procedures and satisfy the customer.

Secondly, at the same time the nature of the question types has grown in fragmentation creating a lengthy, long-tail of contact types. Some scenarios that an agent will be trained on initially, but then not encounter an example for probably every few months. It’s hard to remember the full procedure for such an infrequent process, so this requires consultation of a knowledge base to recall the process.

Finally, our agents work with a dozen plus homegrown browser based tools that require distinct logins and require navigation training as none of the UIs are consistent.

We termed this overall scenario a “high cognitive load” for our human agents. It takes a lot to keep your mind on all of these details while also trying to listen and respond to a customer in any channel. Review collected by and hosted on G2.com.

Response from Sara Shimoji of Laivly

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Thank you for sharing your positive experience! It's so cool hearing that our team was able to catch things that your team hadn't even flagged yet. We come from the world of contact centers, so speaking the language comes (somewhat) naturally to us. Although we do still get stumped with some acronyms. 😆

We love working with teams like yours who invest in a proper deployment and setup to deliver the best results possible. One of the things that sets Laivly apart is that Sidd works with your existing tech stack. It's great hearing about how our platform agnostic tool has reduced your teams' "high cognitive load". It helps them focus on doing what they do best - connecting with your customers!

EC

Verified User in Consumer Services

Enterprise (> 1000 emp.)

7/28/2025

"Laivly makes AI Easy"

5/5

What do you like best about Laivly?

Getting started with Laivly was a breeze; no complicated setup or lengthy onboarding. We were seeing real value within just a few days. The platform is user-friendly and blends seamlessly into our existing workflows. It’s quick, intelligent, and truly makes our work easier. Review collected by and hosted on G2.com.

What do you dislike about Laivly?

Laivly’s a powerful platform. Setup was quick, but it took a bit of time to really dive into everything it can do. We’ve been learning along the way, and the team has been great at helping us uncover the more advanced features we didn’t tap into right away. Review collected by and hosted on G2.com.

What problems is Laivly solving and how is that benefiting you?

Laivly takes the repetitive, manual parts of support off our team’s plate and replaces them with faster, more reliable automation. It’s helped us cut down on errors, stay consistent, and make smarter decisions with real-time insights. Best of all, it didn’t take a massive IT effort or months of prep—we saw impact quickly. Review collected by and hosted on G2.com.

Response from Sara Shimoji of Laivly

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We're glad to hear that Sidd is helping take the repetitive, manual parts of support off your team's plate. We love that Sidd can handle all these things so that agents can focus on connecting with the customer. Thank you so much for sharing!

CL

Verified User in Leisure, Travel & Tourism

Enterprise (> 1000 emp.)

7/25/2025

"Lavily: Team Effort"

4/5

What do you like best about Laivly?

I would recommend Lavily for the people first and the tool second. The team is very responsive to discussions, collaboration, and solutions. Review collected by and hosted on G2.com.

What do you dislike about Laivly?

I'd like to say, I can't think of anything at this time. Review collected by and hosted on G2.com.

What problems is Laivly solving and how is that benefiting you?

Agents have high handle times with calls. Customers are hard to hear and understand on call many of the times. With Sidd, the transcription allows agents to focus on hearing the customer and trying to solve their issue. Sidd's transcription has proven that agent handle time is decreasing in most cases. With Spark Notes, AI scrubs the call and immediately puts the call info into our companies formatted notes- this also trims down AHT but also provides each call - agents have the notes, they spend less time creating notes- Sidd can provide them. Review collected by and hosted on G2.com.

Response from Sara Shimoji of Laivly

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Thank you for your positive feedback! We are glad to hear that our team's responsiveness and collaboration have made a positive impact on working with Lavily. Love hearing how the transcriptions have enhanced both your metrics and Customer Experience.

EF

Elle F.

Operations Manager

Small-Business (50 or fewer emp.)

8/14/2025

"SIDD Spark is amazing and helpful tool to make our lives easier."

4.5/5

What do you like best about Laivly?

Voice to text

Helpful to recall the main reason why customers are calling

Can scroll for any issue that has not been addressed yet - multipel contacts

Copy paste for documentation Review collected by and hosted on G2.com.

What do you dislike about Laivly?

Error message

Accent, some words were unrecognized Review collected by and hosted on G2.com.

Response from Sara Shimoji of Laivly

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We're glad to hear that you find Sidd helpful and that it's making your life easier. It's fantastic to hear how Sidd is solving the problem of inefficient manual documentation and benefiting your team's efficiency and customer experience. Thank you for sharing!

SM

Shaik M.

Team Leader

Mid-Market (51-1000 emp.)

6/17/2025

"A Grateful Reflection on My Journey with SIDD"

5/5

What do you like best about Laivly?

The way they interact and adhere to their commitment and deliver best service. Review collected by and hosted on G2.com.

What do you dislike about Laivly?

There is nothing to dislike about Lavily, every experience and interaction with the Lavily solutions is amazing. Review collected by and hosted on G2.com.

Response from Sara Shimoji of Laivly

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Shaik, thank you for your kind words! Our team has truly enjoyed working with you. Your name comes up often as one of our favourite Sidd Champions. Thanks for everything that you do. Looking forward to continue our journey together.

EH

Ebrahim H.

Vice President Customer Service

Mid-Market (51-1000 emp.)

9/29/2025

"Great partnership, technology, and people"

5/5

What do you like best about Laivly?

The technology and the people. Laivly has great AI tech - both customer and agent facing. Review collected by and hosted on G2.com.

What do you dislike about Laivly?

I have worked with the team for over a year and have no dislikes Review collected by and hosted on G2.com.

Response from Sara Shimoji of Laivly

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Ebrahim, thank you so much for sharing your experience with Laivly! The team speaks so highly of you, happy to be working together and can't wait to see the success your team achieves with Sidd (& maybe even a custom swag design collab one day!?)

RN

Reyda N.

Customer Service Representative

Small-Business (50 or fewer emp.)

8/6/2025

"Easy to document, you can save time."

4.5/5

What do you like best about Laivly?

Saving time because it has already summarized what happened in the call. Review collected by and hosted on G2.com.

What do you dislike about Laivly?

If it was updated occasionally because the summary was not good, it is sometimes incorrect. Review collected by and hosted on G2.com.

Response from Sara Shimoji of Laivly

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We're happy to hear that Laivly is helping you save time and record your calls accurately. We are continuously working to improve our call summaries to provide the most accurate and helpful information for our users. We've gotten great feedback on some of the recent updates and hope that it's been helping with your transcription summaries as well!

UO

Verified User in Outsourcing/Offshoring

Small-Business (50 or fewer emp.)

8/6/2025

"Providing more constructive and detailed documentation for every call."

4.5/5

What do you like best about Laivly?

It gives us the correct and accurate details of what we did or response to our customer. Review collected by and hosted on G2.com.

What do you dislike about Laivly?

Sometimes it has an error with the transcription. Review collected by and hosted on G2.com.

Response from Sara Shimoji of Laivly

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Thank you for sharing your experience with Laivly. We understand the importance of accurate documentation and will continue to enhance our transcription capabilities. Appreciate your feedback!