Solvvy Reviews & Product Details

Solvvy makes some of our most perplexing visibility issues go away. I love that I can see what a user is querying about, then know for sure if that helped, or if it didn't what ended up happening.

I also love the ability to quickly coach the system towards better answers. Even during our trial period we saw a really great increase in self-service resolutions as Solvvy learned about our knowledgebase, customers and the queries they come in with. Review collected by and hosted on G2.com.

Some of the extras that come with Solvvy could be expanded or include more robust training. We haven't yet taken advantage of some of the suggestion features because we're not sure how to best implement them. That said, we've had some great interactions with our Customer Success Manager already and I am sure we're on the way to successful integration! Review collected by and hosted on G2.com.

Solvvy has consistently helped us deliver near-instant self-service resolutions to 40-50% of our incoming support requests. I've hired an intelligent, able team of agents, and now they can spend their time working cases that really need a human eye.

Using the new Workflow builder, we set up an additional self-service experience to handle inquiries related to an app in our portfolio that's being sunset, and the workflow handled just shy of 25,000 requests in a week. My team of six would have been flooded if not for Solvvy. Review collected by and hosted on G2.com.

The only downside is that all of our "easy" cases now never hit our support queue! This adds a bit of challenge to on-boarding new agents, as the easy cases used to be a good way to introduce them to the particulars of the apps they'll be supporting. But that hardly qualifies as a "dislike." Review collected by and hosted on G2.com.

The ability the Solvvy widget gives customers to self-service with our knowledgebase information immediately has created a lot more case deflection and customer education than I had anticipated. The reporting and coaching tools allow us to see where our gaps are with knowledge management content and our areas for improvement within the Customer Experience. Review collected by and hosted on G2.com.

Sometimes there can be multiple answers to a customer's question, and Solvvy only allows you coach to one correct article per question. I would like the ability to surface multiple articles in a search that we determine makes the most sense for our end users. Review collected by and hosted on G2.com.

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 that we can improve our customer service and ways we can be more efficient. It has been remarkable. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

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-embers 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 understand how to better serve customers.

The Solvvy team has been incredible partners, ensuring the best utilization of their platform, and working with us to creatively use their suite of platforms in really effective 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. Review collected by and hosted on G2.com.

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. Review collected by and hosted on G2.com.

The Solvvy team doesn't simply care about making a sale, they care about me, my team, and our clients. They care that our KB is setup in a way that's helpful, and have taken those best practices to build their tool out so that if your KB is setup to succeed, Solvvy will succeed too. The team is patient, understanding, and kind. The tool is extremely easy to implement once you've done your prep work. Review collected by and hosted on G2.com.

The cost is much higher than it used to be, however that's understandable considering all of the updated features, products, and reporting Solvvy now offers compared to what was available a few years ago. Review collected by and hosted on G2.com.

The product keeps improving with great customer service. I love working with my representative from Solvvy and she's really diligent about finidng new ways that Solvvy can help enhance the customer support aspect of the business. Review collected by and hosted on G2.com.

The analytics could use some work. Sometimes you really have to dig and work with Solvvy to get the stats and metrics that can help you make the best decisions. Review collected by and hosted on G2.com.

I like the fact that it integrates fairly well with our CRM systems and provides good reporting for cost savings. We are able to drive contacts to our Help Center where Solvvy is placed and it intelligently shows itself when users are logged in.

We are able to connect our in-house forms and provide our agents with the info they need if the customer isn't satisfied with the suggested articles. This provides another layer of surfacing the right information to customer when they select certain fields within the form and also helps us downstream if it is escalated. Review collected by and hosted on G2.com.

I wish there was more customization to the actual widget. However, the team is working on some major updates to it which are promising!

There were some setbacks in regards to the machine learning components. I think that if there were more controls/restrictions on what types of tickets could be used for ML it would be optimal.

However, this didn't limit us to manually teaching and helping Solvvy learn patterns within the tool. Review collected by and hosted on G2.com.

Solvvy is great at suggesting the correct answers to customer questions and the option to coach the tool makes it even more successful and efficient. The reporting in Solvvy is a great overview to see what is working well and what needs a bit of help. The chatbot is very easy to personalize so you're able to keep your responses in your brand voice. Review collected by and hosted on G2.com.

The only downside to the chatbot is the fact that you have to manually build out workflows on your own, from scratch. There are some pre-loaded workflows but if they do not work with your business needs you'll need to create your own. Review collected by and hosted on G2.com.

Deflection to users to self-service and utilize the knowledge based tools provided (FAQ, Terms of Use) and currently at 30.7%, having recently checked. I also like that the data collected shows the most and least successful information that allows to celebrate the wins and make improvements where our knowledge base is weak.

Announcements are great as needed and the fact that they can remain for longstanding issues is great! Review collected by and hosted on G2.com.

Only that we are not quite there with the more enhanced features to Solvvy. This is on us, however, we are in the process of getting there as we learn the tool and discover what our capabilities are. Review collected by and hosted on G2.com.

Solvvy is incredibly easy to implement, and if you already have an existing knowledge base it immediately gets to work solving your customers questions. We've found that 40% of the interactions going through Solvvy are addressed by the modal. After running it for a year I can safely say our customers have not had any complaints, and use it for quick answers to questions that otherwise would take a bit longer. Has been a bit load reducer for our team. Review collected by and hosted on G2.com.

Solvvy could do a bit more on the conversational AI side, that is customizing the responses a bit more. The beauty of the tool is it can be plug and play, and I believe the tool will go to the next level once it introduces more conversational and customizable features. Somthing they are shipping right now which is great. Review collected by and hosted on G2.com.

That it's able to crawl our knowledge base and return snippets of the correct answer in addition to the link to the entire article within our knowledge base vs just giving the user a link and expecting them to find it on their own. Review collected by and hosted on G2.com.

if there was a way for the coaching feature to be more robust and making it easier for us to tie specific content to specific questions. Review collected by and hosted on G2.com.

It's super helpful to view Solvvy insights by user type. With Solvvy integration at Rover, I can view insights by owner and sitter, which really helps me identify content gaps or opportunities to drive self service. Review collected by and hosted on G2.com.

I'd love to see a high-level view of individual article performance month over month. This would allow me to better target opportunities and trends in the customer experience. Review collected by and hosted on G2.com.

The accuracy of finding relevant KB articles. A very simple process to add to our support page and easy to maintain when adding new articles. Review collected by and hosted on G2.com.

Menu box not very customizable in the settings menu. Review collected by and hosted on G2.com.

- Easy to use, implementation was very smooth

- Great built-in dashboards

- We saw an immediate impact Review collected by and hosted on G2.com.

Wish there was more customization of the modal itself. However, it does seem like they're headed in that direction product-wise based on recent updates. Review collected by and hosted on G2.com.

we're able to divert almost half of our contact center volume by giving customers the ability to self serve Review collected by and hosted on G2.com.

I wish the coaching tool would only give us the customer responses that the AI had trouble associating an answer to. It's a lot of work to maintain the coaching Review collected by and hosted on G2.com.

The widget is very easy to get up and running out of the box and demonstrates value in reducing contacts through the dashboard. Review collected by and hosted on G2.com.

I wish the widget graphic would be more intuitive for customers to understand it is a help button. Review collected by and hosted on G2.com.

Solvvy's deflection rate is better than any other product we tested. Saving us tens of thousands of dollars a year. Review collected by and hosted on G2.com.

With the new design there's not a lot to dislike. Could use some more customization on what a customer sees on each page. Review collected by and hosted on G2.com.

Solvvy’s pretty easy to setup, and even easier to maintain Review collected by and hosted on G2.com.

The modules are pretty inflexible - basically anything you want to get done has to be done manually from their end. A self service company without a ton of self service features, but I know they’re working on improvements. Review collected by and hosted on G2.com.

Great looking tool, AI presents best answers for our customers Review collected by and hosted on G2.com.

Looking for a bit more customization to reflect our brand Review collected by and hosted on G2.com.

I love the insight that Solvvy provides on our support trends. Review collected by and hosted on G2.com.

I am excited to see how Solvvy continues to evolve and integrate greater customizations into their dashboard. Review collected by and hosted on G2.com.

Solvvy is able to surface the information already listed on your site for customers in a very informative way to help customer's learn where to find answers posted, rather than taking the extra time and energy to reach out which can save on employment resources allowing you to focus on other tasks than repeating what is already available. Review collected by and hosted on G2.com.

I would say getting set up is the only challenge, not that it is even very difficult but does require resources to get fully integrated with your own systems - but once up and running, no complaints! (and they are very helpful through this process) Review collected by and hosted on G2.com.

The interface in the back end is really intuitive and we get to see all main info needed on the same page. I also love the flexibility of the tool (chat or calls or emails depending on times of day). I love the clarity of the tool and how much clearer the contact flow is with Solvvy. I would definitely recommend it for a business! The fact of being able to train Solvvy also makes a huge difference as the tool is constantly being worked on and improving according to business needs. Review collected by and hosted on G2.com.

I find it hard to pull out the data on some sheet template. I feel like we could go deeper in the data analysis with this kind of tool but it's quite limited. This is the biggest area of focus for me in terms of improvement as this data is only useful when it can be analyzed efficiently and thoroughly. Review collected by and hosted on G2.com.

With Solvvy, our Customer Support team has seen a significant improvement in our customer self-service rate- and satisfying decrease of our ticket volume. We already had a fully fleshed-out, evolving/improving Help Center, but we just needed our customers to use it more effectively! Solvvy is bridging that gap, helping deflect over 20% of our tickets, as well as providing insights into how we can make our Help Center content even better and more friendly to customers. In addition, Solvvy provides detailed statistics about the most viewed knowledge-base articles as well as some nifty cost-saving stats that puts a dollar value on ticket deflection. Solvvy Coach, the machine-learning aspect of Solvvy, is easy to use when we want to match frequently submitted questions to our applicable help files. Review collected by and hosted on G2.com.

Solvvy would benefit from some improvements with respect to ticket form integration. We miss having access to User Agent data (which came out of the box with our help desk and often helped us locate users and resolve issues). Additionally, we are not able to integrate Solvvy with some features in our Help Desk form builder, which would help streamline our incoming tickets and triage process. In addition, Solvvy Coach only detects article updates in our KB once a week, which makes updates slow to adopt by Solvvy. Review collected by and hosted on G2.com.

How easy it is to use! We've been using it at my current company for awhile now. It has seriously helped with our self service rate and helping us keep our members happy! Review collected by and hosted on G2.com.

There is not much I don't like. It's honestly been a great product! Review collected by and hosted on G2.com.