Solvvy has helped us deflect between 6%~10% of our cases over the last year. One of our main objectives has been to reduce customer’s effort as they are working on resolving an issue or a question, and we believe that Solvvy’s flow help us achieve this goal.
The flow includes surfacing our Help Center articles based on the customer’s description of their issue, and while Solvvy’s algorithm is great finding the relevant articles, we are also able to improve the Self Serve rate by training the tool ourselves. We do allocate time on a weekly basis to train Solvvy’s, and we see great returns from doing so.
We have also had a great experience working with our Customer Success Manager. She has been extremely responsive, works quickly on our requests & projects and has become a great advisor and partner to us.
Solvvy has become one of our favorite tools in our tech stack, they are easy to work with, and easy to adapt it to our needs and the customer experience that we want to provide. We are looking forward to continue adopting the new features that Solvvy releases.
Currently, we receive a set of customer questions to train the algorithm, and once we are done matching them to the best articles, we have to send an email to our CSM to request a new set of questions. We would like to have the ability to get more questions within the app without having to request them to our CSM.
Positive impact on Customer Effort by allowing the customer to find an answer faster and easier ( rather than searching throughout our Help Center)
Making it easy for customer to reach our Support team if we were not able answer their question or solve their issue by quickly exposing our web form or phone number (when applicable)