Plesk uses PlayVox to drive service quality and customer satisfaction
A PlayVox Customer Story
“PlayVox’s integration with Zendesk allow us to run our entire Quality Assurance program in one place. The major usability is that everything is aggregated within PlayVox.”
50% of the global top 100 hosting service providers use Plesk in more than 32 languages across 140 companies. Offering everything a company needs, to develop a website and apps that scale in the cloud. Plesk is the leading WebOps platform to run, automate and grow applications, websites and hosting businesses. Being the only OS agnostic platform, Plesk is running on more than 377,000 servers, automating 11M+ websites and 19M mail boxes.
Before the company decided to implement a more automated ticketing and quality assurance process, Plesk used a homegrown QA tool. But as the company grew, they started to encounter lack of efficiency in their customer service and support process. This led them to implement Zendesk as their CRM to manage their ticketing system.
Once the company started using Zendesk, they identified the need to find a Quality Assurance program that would give them the ability to monitor their adherence to the Plesk Support policy and customer expectations.
Properly aligned Quality Assurance allows us to provide top-notch service to our clients which is the top priority for Plesk company."
Support & Customer Success
PlayVox has helped Plesk align their agent - customer interactions by being customizable and easily adapting to their needs. Alexey highlights:
“PlayVox’s organizational benefits perfectly align with Plesk’s quality tracking operational goals.”.
The Coaching Opportunities by Question report gives us an overall and detailed view of how the team and each member is performing.
“PlayVox was the best alternative for a QA software, as it offered multiple features such as quality, performance and coaching. The major usability of PlayVox is that everything is aggregated in one centralized place.” mentions Alexey. The coaching feature has allowed their quality assurance department to measure agent performance within specific periods of time as well as view historic data.
“One of the major problems we faced before implementing PlayVox was the motivation and engagement of our agents. PlayVox came with unique features such as: contests, recognitions and their rewards system called Karma Points.” Through these tools Plesk managed to boost and improve agents’ quality performance and productivity; as well as the collaboration with Plesk’s QA Manager.
“The integration with Zendesk has reduced our QA process time, as PlayVox allows us create specific filters and to easily evaluate interactions based on those filters”. PlayVox has become one of the key players in their customer service department, as it has provided information to identify areas of improvement and take immediate actions on them. After implementing PlayVox they were able to efficiently monitor and improve the needed scope of metrics.
Quality Assurance Manager.