Cresta

What do you like best about Cresta?

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 Cresta?

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 Cresta 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

What do you like best about Cresta?

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 Cresta?

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 Cresta 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.

What do you like best about Cresta?

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 Cresta?

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 Cresta 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.

What do you like best about Cresta?

I like being able to see the conversation. That way, if there is something I forget, I can go back and look over it. I also like the fact that we can review calls after they are completed, in order to improve our skills and become better. Being able to see what is being said is very important in the space that we work in, so it helps with call reviews and training as well. I think this is the type of technology that will be incorporated into many call center and business settings. I would definitely recommend this product to my peers and colleagues.

What do you dislike about Cresta?

The only thing I would want to improve would be the application itself, at times it doesn't work correctly. When I first started in the department, I could not get the application to work correctly and had issues with the IT team so that these issues would be resolved. Also sometimes the words I use aren't always shown, which may be an error on my part to make sure I annunciate correctly.

Recommendations to others considering Cresta:

I would tell people looking at cresta that it is definitely a positive and should consider it.

What problems is Cresta solving and how is that benefiting you?

They are solving the problem of misrepresentation, since the calls are being logged. Now we have the ability to ensure that when a guest says that they were told one thing or another, we can have the script and read through while we listen, so that we are sure of the information that we are consuming to be true. There is definitely a space for the information to be utilized.

What do you like best about Cresta?

I like that cresta transcribe the audio call to text and we are able to follow through as we go through the call. However, it will be nice if cresta can transcribe it properly for the bilingual customers that have accent. When you read the text, it's completely different from the audio.

What do you dislike about Cresta?

I don't like when the guest provide their phone number, cresta hide the number and show it as asterisks. That is not helpful at all, I don't know why they switch it from the original format.

Recommendations to others considering Cresta:

I would say go for it, it's easy to use and provide resourceful tips.

What problems is Cresta solving and how is that benefiting you?

Cresta is making review calls easier and more thorough for team members and managers. I think it's very beneficial and useful for us especially if the guest claim something was offered when it wasn't.