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.
The core mission of Plesk is to simplify the lives of web professionals. Web professionals are web developers, web designers, system administrators, digital agencies, and service providers that mainly create or manage websites and web applications for business.
Plesk is used and offered by thousands of hosting companies and Cloud ServiceProviders worldwide, including top players like GoDaddy, 1&1, Media Temple, AWS,Google, Microsoft Azure, and many more.
Plesk is headquartered in Switzerland and has six global offices including Toronto-CA,Cologne-DE, Barcelona-SP, Tokyo-JP and Novosibrisk-R.
As the Plesk customer base kept on growing,they started to encounter efficiency gaps intheir customer service and support processes.This led them to implement Zendeskintegrated with TalkDesk and Live Chat astheir CRM to manage their ticketing system.
Types of Interactions
Since Plesk has over 11 million customers worldwide,customer service inquiries arrive in high volumes on aday-to-day basis. Initially, Plesk used a homegrown QAtool to manage customer service interactions. Theseinteractions came in from different channels: phone,chat, e-mail, and social media outlets like Twitter.
Once the company started using an automated ticketing system, they needed a Quality Assuranceprogram that would let them monitor their adherence to the Plesk Support policy and customerexpectations.
Plesk needed to find a QA tool that help them meet their multiple quality marks: tech expertise, softskills, and knowledge sharing, while improving their customer service teams’ performance.
- valuate the quality of communication with client and provide the feedback to the agent effectively;
- control over knowledge sharing workflow and best practices;
- stimulate the agents in finding the root cause of the issue and helping to improve the product;
- measure the potential and ability to represent the company in the social media environment, through effective communication and etiquette.
“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.”
“One of the major problems we faced before implementing Playvox was the motivation andengagement of our agents. Playvox came with unique features such as: contests, recognitions andtheir rewards system called Karma Points.”
“Playvox’s integration with Zendesk allow us to run our entire Quality Assurance program in oneplace. The major usability is that everything is aggregated within Playvox.”
“Properly aligned Quality Assurance process allows us to provide top-notch service to ourcustomers which is one of the highest priorities for Plesk company"
"The integration with Zendesk has reduced our QA process time, as Playvox allows us createspecific filters and to easily evaluate interactions based on those filters”.
Having a centralized Quality Assurance process has allowed Plesk to increase their monthly handledevaluations by 55%. They evaluated their service agents on average 9.6 times per month.
Plesk administrators have granted Playvox a Net Promoter Score of 63 and their Quality AssuranceAnalysts awarded us with 100 NPS. It’s safe to say they are delighted with our software.
Alexey highlights: “Playvox’s organizational benefits perfectly align with Plesk’s quality trackingoperational goals.”
Playvox has become one of the key players in Plesk’s customer service department. We have providedinformation to identify areas of improvement and take immediate action. After implementing Playvox, they were able to efficiently monitor and improve the needed scope of metrics.