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Great overall service
What do you like best about the product?
Quick turnaround whenever we have questions or are looking to implement new features
What do you dislike about the product?
No significant concerns, I would like to be able to utilize or test new features more frequently
What problems is the product solving and how is that benefiting you?
Cresta helped us create an all in one system for inspecting and documenting our coaching plans which has eliminated time and unnecessary tools/processes that were previously in place
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User friendly - but some things dont work as fast or efficiently on occasion
What do you like best about the product?
Insights as well as AI providing suggestions and finishing consultant sentences. LIVE view is awesome as well as Cresta Director.
What do you dislike about the product?
Hiccups syncing with back end system (live engage). User-friendliness to view comments and review commensts.
What problems is the product solving and how is that benefiting you?
manager to consultant visibility, and feedback accessibility.
Great product with great support
What do you like best about the product?
The insights from the leader dashboard allow us to pinpoint and coach agents more efficently.
What do you dislike about the product?
Nothing all of the dislikes are with LMI
What problems is the product solving and how is that benefiting you?
its giving the agents a birds-eye view of what they are doing well and what they are missing the mark on
Amazing AI-Powered Coaching Tool
What do you like best about the product?
Cresta is a great coaching tool that allows me to review and score chats efficiently. I can read conversations and pull up the score guide on the right-hand side seamlessly. When I coach consultants, Cresta allows me to activate real-time hints in different conversation areas for each team member. Through the Cresta AI, the system learns to place these coaching hints from the thousands of conversations properly.
What do you dislike about the product?
I don't have complaints about the Cresta system at all. Once in a while, there will be a few bugs that prevent me from pulling up my team automatically, or I get a random error message when I try to score a chat, but these are very rare. If I report a problem, Cresta responds to my request in an appropriate amount of time.
What problems is the product solving and how is that benefiting you?
In the past, I had to read chats and score in a different system, which often took a long time since I had to switch between tabs constantly. Everything I need to coach, conversations, hints, and coaching plans are all stored in one centralized system. I spend less time scoring and more time preparing and helping my team have great conversations.
Cresta has improved the way we work.
What do you like best about the product?
For my consultants, they can't imagine working without it. As a leader of a chat team, the majority of my day is spent in Cresta Director and it is invaluable. It makes it very easy to review my consultants Coaching Plans and to score their conversations. For new hires, I enjoy the LIVE viewing feed so I can monitor the team easily and flip back and forth between conversations so I can provide immediate, on the spot feedback.
What do you dislike about the product?
Not really a dislike but with all technology, you want it exactly the way you want it and you want it to be right now. I would like to see some more personal customization and have it on the go. But with that said, the Cresta team is very responsive to change requests and evaluates based on priority.
What problems is the product solving and how is that benefiting you?
The customization of Cresta Director so it has everything I need to make my job easier. It has all of my Coaching Plans in one organized place to review for myself and my consultants.
Cresta Review
What do you like best about the product?
Cresta has been helping with reporting and coaching. I can easily run reports to see how my team is doing, as well as look at their past coaching history.
What do you dislike about the product?
Currently, There is nothing to dislike about Cresta.
What problems is the product solving and how is that benefiting you?
We wanted to be able to score and grade chats right in the tool and add that to coaching plans. It has made this work take half as long as it did before.
Customer Insights is the bomb dot com!
What do you like best about the product?
To have the ability to see insights into customer and agent behaviors will be extremely enlightening!
What do you dislike about the product?
As of right now, I don't see anything at the moment. I know that if there is something I dislike, the team will be receptive to feedback.
What problems is the product solving and how is that benefiting you?
Customer analytics and this will allow us to be able to better pinpoint painpoints and opportunities to better help customers.
Creative and Collaborative!
What do you like best about the product?
I love that our partners are giving us creative ways to review insights to our business! They are collaborative and open to all feedback.
What do you dislike about the product?
No downsides at this point. We are still in the creation phase.
What problems is the product solving and how is that benefiting you?
Cresta is providing business insights at a faster pace than our current reporting
Inbound Sales Chat
What do you like best about the product?
What I like most with Cresta is that when you receive a chat, you have valuable info right there ready for you with the account number, name, and phone number to make it easy to pull up the account and have that ready to go. It is also great that you can see prior chat history so you can check that out to see what the customer needed last so you are fully prepared for what the customer throws at you. I do also enjoy the predictive text to save having to type everything out though it can still be better.
What do you dislike about the product?
What I dislike most about Cresta is sms and app chats, there are fewer predictive text options if at all available. The payment system is terrible for new accounts that are inactive that need to send payment links to as there is no service to select as the account is not active to create the payment link causing issues and poor user experience for both agent and customer.
What problems is the product solving and how is that benefiting you?
Automated responses help with handling times and create a positive experience.
Chat history helps with customers coming back for offers and being able to see previous offers mentioned to create a positive experience
Chat history helps with customers coming back for offers and being able to see previous offers mentioned to create a positive experience
Inbound Sales Chat
What do you like best about the product?
Cresta is helpful with having the account number, and if the customer is logged into the account. I also enjoy I can see when the customer is typing. I can take more chats if I want.
What do you dislike about the product?
I find it hard for the system to stay connected to our VPN and it will time out. Also, the suggestions that come up sometimes are not even relevant to the conversation. The payment option dose not always work.
What problems is the product solving and how is that benefiting you?
Cresta helps my wrist not be so tired all day from typing. It also benefits me because I am able to easily transfer a customer to a different department, as well as read what another agent said to the customer from a previous chat.
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