Solvvy Reviews & Product Details

Solvvy Overview

What is Solvvy?

Solvvy is an effortless next-gen chatbot and automation platform that powers brilliant customer support and experiences. With advanced Artificial Intelligence and Natural Language Processing (NLP) at its core, Solvvy delivers intelligent self-service to resolve customer issues quickly, accurately, and at scale. Unlike traditional chatbots, Solvvy delivers personalized, on-brand experiences for your customers across multiple channels. Solvvy also provides great ROI with low maintenance costs, no engineers required, and learns and improves on its own over time from interactions with your customers. Solvvy is used by over 550 million users of top brands including HelloFresh, Vimeo, Under Armour, Twilio, Calm, GoFundMe, Upwork, Stash, Sonos, and Ring.

Solvvy Details
Website
Discussions
Solvvy Community
Languages Supported
German, English, French, Italian, Japanese, Korean, Dutch, Polish, Portuguese, Russian, Spanish, Swedish, Chinese (Simplified)
Product Description

Solvvy is an intelligent self-service solution that reduces ticket volume and improves customer experience.

How do you position yourself against your competitors?

Our proprietary technology, built from PhD research at Carnegie-Mellon University, automatically indexes and learns from your knowledge base as well as prior agent resolutions. Solvvy’s AI platform learns from every interaction and improves the self-service experience over time. Unlike other solutions, Solvvy does not rely on keywords, but uses natural language processing to better understand customer questions and provide relevant answers. As a result, Solvvy is able to deliver self-service rates that are much higher than industry average and provide a better user experience with accurate results.


Seller Details
Seller
Solvvy
Company Website
Year Founded
2013
HQ Location
San Mateo, CA
Twitter
@solvvyinc
356 Twitter followers
LinkedIn® Page
www.linkedin.com
45 employees on LinkedIn®
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Solvvy Reviews

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Make sure that a chatbot fits your customer's needs and expectations. There are certain things that self-service just won't work for and Solvvy isn't really trying to solve for that implementation.

As you're writing your knowledge base articles, make sure to format them in a way that works with the Solvvy system and how it will appear in chat. Work with your customer success manager to get to know what that looks like. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

With Solvvy overlaying our help site we're trying to quickly answer as many customer questions as possible. With a small but agile team deflection of customer contact is a major boon. Solvvy makes it really easy to constantly work through the improvement cycle to learn what customers are asking about, in what ways our answer don't suffice, fill in those holes, and then feed that back into the self-service tooling we have. Review collected by and hosted on G2.com.

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Director, Customer Happiness
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

What problems are you solving with the product? What benefits have you realized?

We are delivering near-instant solutions to users who might otherwise have waited up to a day for a reply.

We are spending far less to maintain Solvvy than we would to hire additional agents to handle the 40-50% of cases Solvvy grabs. Review collected by and hosted on G2.com.

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Director of Customer Support
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

It was lightweight and easy to implement. Make sure to ask them lots of questions, and show them what you are working with currently. The team is great about advising and helping with everything and anything you need help with. Their willingness to help and provide the best practices to create the best user experience with our content and development of our system was awesome. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We have seen a larger than expected Self-Service Rate with our customers being given the ability to find answers more than 30% of the time while using the Solvvy widget. Going from zero to 30%+ has been great, but we are seeing the opportunity to go further with the Coaching and Explore tools that show where we are losing our customers in the experience and what we need to create to increase these rates farther than we had expected. Review collected by and hosted on G2.com.

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Trade Desk manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Would 100% recommend this service if you are on the fence. Very little downs Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

After a year of Solvvy, we are averaging a 30% self service rate. It's been outstanding to say the least. Clients are able to get answers faster, which enables 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. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

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. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

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. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Be ready to put in the work to get your KB into shape, don't shy away from the Solvvy team's feedback, and be in a "continuous improvement" mindset. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We're solving a volume problem - we were receiving 1k tickets a day, and have cut that down by hundreds thanks to Solvvy's self serve toolkit. So we're seeing faster response times (under an hour, down from 2-3 days) and happier clients. Review collected by and hosted on G2.com.

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Senior Technical Content Manager
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Great company, good product, great customer service. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Solvvy has helped us to deflect a tremendous number of phone calls and deliver solutions to our neighbors. Going forward, they're helping to develop new content to serve our neighbors. Review collected by and hosted on G2.com.

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AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

I would make sure that it integrates well with your CRM. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are trying to help customers be more effective with self-service and also provide our agents with the best context to offer quicker, better support.

We hope to gain insights on what our top questions are within our community and which articles are most and least helpful.

We've been able to provide the right articles to customers - decreasing the number of tickets our agents face day-to-day. Review collected by and hosted on G2.com.

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AE
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

The Solvvy team is great to work with and they are willing to help and also have great knowledge content to send if you prefer to work on your own. The ability to personalize Solvvy to your needs is definitely a huge updside to this product as well. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We are able to give customers answers to self serve their own questions. When we create workflows that can solve an issue, we are deflecting "easy to solve" volume from our agents which allows our agents to work on more nuanced issues. Review collected by and hosted on G2.com.

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AA
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Ask for a deep dive when you feel the program is not providing a self-service rate to your expectations. As tip for anyone in transition between old vs. beta (PWA) sites, be sure your engineers know that PWA trumps the old site and Solvvy widget does not work for both unless you opt for both for a more seamless transition. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The ability for users to open multiple chats. Not quite sure how this can be prevented. Multiple outreach is not needed and I wish we can learn more about "how" to control this between Solvvy and Kustomer.

Announcements request: I would love if the user was required to acknowledge/checkmark that (with chat), they are agreeing to not send multiple outreach and that we will follow-up via email as we approach their conversation. Review collected by and hosted on G2.com.

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AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Leverage Solvvy support, they are wonderful. Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Solvvy has helped greatly reduce our "info/how-to" cases that customers often have. As it taps into our knowledge base, its also further exposed the existing self help resources to customers in tthe most low effort way possible (sharing the specific answer in the article). Many other solutions simply link to the entire article, which we have found to be ineffective.

Solvvy also has a wonderful broadcasting feature. You can add a banner on the modal if you wanted to announce somthing to customers as they enter your support flow. Great for communicating larger events or issues with your product.

Scaling our support: Allowing our team to focus on the more challenging cases. Review collected by and hosted on G2.com.

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AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

N/A Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Providing users an integrated experience to answer the most common questions without having to leave our product and navigate to an external knowledge base. We've realized an increased self service success rate and a reduction in the number of tickets created. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

What problems are you solving with the product? What benefits have you realized?

Rover relies on Solvvy to surface relevant answers to customer questions before they contact our support team. This offsets some of the incoming contact volume, and it empowers our customers to take action and solve problems on their own. Review collected by and hosted on G2.com.

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Head Of Customer Experience
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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

Recommendations to others considering the product:

Keep on adding KB articles and crawl your content from the Solvvy dashboard Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

With the huge influx of inquiries since the start of the pandemic, Solvvy has been crucial in helping our support team by handling hundreds of tickets. Review collected by and hosted on G2.com.

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AH
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

- Easy to use, implementation was very smooth

- Great built-in dashboards

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

What do you dislike?

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.

What problems are you solving with the product? What benefits have you realized?

Solvvy really helped us with self-service. A lot of our customers were asking questions that were easily answerable from the support center website, but for whatever reason they weren't finding the content. Solvvy has bridged that gap, and the coach tool helps us to understand the ways customers ask questions too, so we can make our content more user-friendly as time goes on. Review collected by and hosted on G2.com.

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UC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

It's definitely helpful and you will notice a reduction in contact center volume thus an overall cost savings Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Phone calls are our most expensive channel of communication. With Solvvy we are able to reduce the contact center volume so that our CX team can focus on prioritizing customers with higher priority needs. Review collected by and hosted on G2.com.

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AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

What problems are you solving with the product? What benefits have you realized?

In the 2+ years that we have used Solvvy, we have significantly increased customer self-service and reduced the number of contacts our center is handling. We have also uncovered gaps in our help center documentation and continually improve our content for our customers. Review collected by and hosted on G2.com.

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AH
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
Business partner of the seller or seller's competitor, not included in G2 scores.
What do you like best?

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.

What do you dislike?

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.

What problems are you solving with the product? What benefits have you realized?

Customers are finding answers to Tier I questions easily and quickly. We have been able to keep our CX team small and not grow at the same pace as the company because of this. Review collected by and hosted on G2.com.

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AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2
What do you like best?

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

What do you dislike?

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.

Recommendations to others considering the product:

The self-service rate is truly unparalleled! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Tons! Customers have a lot more of an ability to find information themselves. Review collected by and hosted on G2.com.

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Mid-Market(51-1000 emp.)
Validated Reviewer
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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

What do you dislike?

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

What problems are you solving with the product? What benefits have you realized?

Solving the problem of needing more support reps. The benefits are that we can scale while using a tool and not adding an extra level of support to the team. Review collected by and hosted on G2.com.

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AC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from the seller
What do you like best?

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

What do you dislike?

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.

What problems are you solving with the product? What benefits have you realized?

Solvvy on average resolves 40% or more of our inbound support requests. Review collected by and hosted on G2.com.

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Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Get with it and sign on Solvvy, they are a great team and the service they provide is top notch! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

Reducing customer interactions regarding topics that are clearly laid out in our FAQ, which also allows our customers to self serve and complete tasks on their own - leading to better customers and reduces contact volume! Review collected by and hosted on G2.com.

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Customer Care Team Lead
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

Go for it! Amazing tool! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

The contact us flow is so much easier and clear. I feel like it's also easier to outline how customer's can reach out to us and the most efficient ways to self-serve themselves too. It also creates a unique funnel for reaching out to us which is more efficient. Even if the data extraction is not the best, it's all under the same roof which is appreciated. Review collected by and hosted on G2.com.

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Senior Support Specialist
Small-Business(50 or fewer emp.)
Validated Reviewer
Verified Current User
Review source: Invitation from G2 on behalf of the seller
What do you like best?

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.

What do you dislike?

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.

Recommendations to others considering the product:

It takes time to see the benefits of Solvvy

It's often time-consuming to use Coach to match questions to available KB articles, so expect to spend time weekly doing this. (It's a manual process, but it pays off in the form of more ticket deflection.)

Don't expect Solvvy to do all the work

The more attention that Support personnel or data scientists pay to statistics provided by Solvvy about self-service rates, most-viewed articles, etc, the better chance you'll have to make the right improvements to both Solvvy Coach and your help center. Solvvy is a really smart tool, but it can't get everything 100% right! Review collected by and hosted on G2.com.

What problems are you solving with the product? What benefits have you realized?

We've seen a consistent 20%+ self-service rate that often exceeds 25-30%, meaning that we've had 20%+ less tickets due to customers finding answers to their questions in our Help Center. This has given our team more time to strengthen our knowledgebase both internally and externally, improve team processes, and become more valuable and strategic partners to the rest of our team. Less tickets = more time = a more effective team! Review collected by and hosted on G2.com.

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IC
Mid-Market(51-1000 emp.)
Validated Reviewer
Verified Current User
Review source: Organic
What do you like best?

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.

What do you dislike?

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

What problems are you solving with the product? What benefits have you realized?

We are able to answer our members questions quickly and direct them to our extensive self-help inventory. By having our members self-service it has really helped cut down the amount of emails/support requests we get. Review collected by and hosted on G2.com.

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