How Plesk efficiently monitored and improved QA metrics

Plesk is a WebOps platform designed to run, automate, and grow applications, websites, and hosting businesses. Plesk powers 11 million websites and 19 million mailboxes for customers in 230 countries, and is available in more than 32 languages. Plesk started to encounter efficiency gaps in their customer service and support processes. They needed to find a QA tool that would help them meet their multiple quality marks.

Challenge

  • Multi-channel customer interactions.
  • Adherence monitoring.
  • Team improvement and coaching.

Solution

  • Playvox’s QA platform helped align agent and customer interactions.

Result

  • Gained Quality Monitoring capabilities.
  • Improved knowledge sharing and tracking.

Challenge

Since Plesk has over 11 million customers worldwide, customer service inquiries arrive in high volumes on a day-to-day basis. Initially, Plesk used a homegrown QA tool to manage customer service interactions. These interactions came in from different channels: phone, chat, e-mail, and social media outlets like Twitter.

As the Plesk customer base kept on growing, they started to encounter efficiency gaps in their customer service and support processes. This led them to implement Zendesk integrated with TalkDesk and Live Chat as their CRM to manage their ticketing system.

Once the company started using an automated ticketing system, they needed a Quality Assurance program that would let them monitor their adherence to the Plesk Support policy and customer expectations.

Plesk needed to find a QA tool that would help them meet their multiple quality marks: tech expertise, soft skills, and knowledge sharing, while improving their customer service teams’ performance.

Solution

Playvox has helped Plesk align their agent-customer interactions by creating a customizable and easily adaptable QA Platform to fit their needs.

Results

Playvox helps Plesk to:

  • Evaluate the quality of communication with clients and effectively provide feedback agents.
  • Control knowledge sharing workflow and best practices.
  • Find the root cause of the issues and help to improve the product.
  • Increase their monthly handled evaluations by 55%, evaluating agents 9.6 times per month on average.

“I like that Playvox is expandable and as I see it is developing even more. Talkdesk integration brought the Call Quality to the new level of usability – the waveform shown while playing the record is stunning, and that is the functionality that even the native TalkDesk player lacks. Moreover, Playvox’s integrations allow us to run our entire Quality Assurance program in one place. The major usability is that everything is aggregated within Playvox.”

– Alexey Krasnichenko, Quality Assurance Manager

“The integration with Zendesk has reduced our QA process time, as Playvox allows us to create specific filters and to easily evaluate interactions based on those filters.”

– Alexey Krasnichenko, Quality Assurance Manager

How Plesk efficiently monitored and improved QA metrics

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