G2

Verified User in Health, Wellness and Fitness

Mid-Market (51-1000 emp.)

9/26/2023

"Great Support & Customizable"

4/5

What do you like best about Loris?

We have received great implementation/on-going support from the Loris team. We have worked with Christina primarily and she is easily reachable and available for all kinds of requests. She has taken the time to do multiple walkthroughs and never makes you feel like you're a bother. She takes the time to understand the requirements and works to find the best solution possible and prioritize requirements as needed. Review collected by and hosted on G2.com.

What do you dislike about Loris?

While the platform is customizable, it can be frustrating at times when having to wait for smaller requirements to go through. That being said, the team does keep you up to date with expected timelines and proper expectations. Review collected by and hosted on G2.com.

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

Loris is currently helping support our QA process. It allows us to have our QAs complete their weekly audits and those audits be sent to our team leads and finally to our reps so they have visibility on how they are being assessed. The features within the platform help streamline and centralize the audits. It helps to have filters so that we can ensure only tickets with specific criteria are filtering in for audits. The system also has a dispute feature in the event the rep does not agree with how they were audited for a specific ticket.

We are also using Loris to review all our email conversations. The platform provides us a sentiment delta to help us understand where conversations may start to go wrong so we can actively update responses to customers as needed if we find any common trends. The system also allows us to see which tags/types of conversations are generating the most volume within our team. The platform allows us to see how our team is trending overall and then break down into teams and then view specifics for a rep as well.

We have not started using reporting within Loris as yet but we have sent reporting requirements and continue to work together with their team to get this pushed out. Review collected by and hosted on G2.com.