Hey there
Below are the reviews from Client Success Manager and Alex's clients.
Insurance provider
Kudos to the PM and Implementation teams on creating a great client experience-they were very pleased with their TEAMS integration. This client switched from 8X8 to Evolve because they didn’t have a great experience. We do have some areas we can improve upon to increase their satisfaction and secure a stronger NPS score. The wheels are already in motion to do just that.
Thanks,
Karen
Cryostorage
Hi, All,
This CSAT had a theme throughout and it was focused on communication. Because the client had very limited knowledge about UCaaS, they didn’t know what questions to ask or whether the questions they asked were on point and understood. A post go-live discussion with the client did occur & it became very clear that basic HPBX 101 training is needed. (I.e. understanding technical terms, how to best submit a ticket using what the client called, “EIP terminology.”). Already, the wheels are in motion to provide more information on best practices for submitting help desk tickets thanks to Angela Schimek! As for the project team, it might be prudent to detail out basic things needed when/if we encounter a client that really doesn’t understand much about UCaaS . Time invested upfront could save time, ease client concerns, and move the project along faster.
All said and done, this was a happy client and as you can see below, they had some nice things to say! GREAT JOB! The client emphasized that if the EIP portals were more intuitive, we’d be at a 10!
Thanks,
Karen
Health Services
Another satisfied customer, congrats team!
The client was thoughtful in their feedback and while a couple issues cropped up that created delays, the client acknowledged how quickly Evolve colleagues stepped up and got things done. In the end, the client felt supported even as issues arose. This speaks volumes in execution because we all know problems are bound to happen—our ability to solve issues quickly is key and the team did just that.
Training—the client was very happy with training. What would have made it even better is if they had physical phone training before TEAMS training. You can review comments under recommendations. Let us know what you think.
Thanks,
Karen
Trade
Great job team! The client focused on their journey thus far with onboarding & implementation and was very pleased citing, “it has been a good experience for us.” Phase II for ECS is next and the client is excited to begin. There have been some issues with dropped calls post go-live so the client didn’t want to rate their overall satisfaction just yet until the product works 100%. Support is working diligently to dive into the issues and have committed to ongoing communication until fully remedied. Thanks support!
Retail
Team,
Another good feedback session with Metcalfe-they are very happy! Congrats!!!
Karen
