What do you like best?
My team have now implemented Solvvy across two support sites and well, the choice as to whether to use this product or not is a no brainer. While the Solvvy instance on one site has a case deflection rate of 8-12%, the other, newer (v2) implementation is reporting a 20% case deflection rate - which is truly incredible!
So, of course I love that we're enabling self-service support and bringing down case volumes... But I don't think I'd love the service quite as much as I do without the Solvvy team.
Quite simply, they've always been there - as a team - to hop on calls, work with our Salesforce admins and walk us through every step of the way. From defining our requirements, to customizing and implementing the Solvvy modal, to following up, the Solvvy team have been invaluable.
What do you dislike?
Implementing the v2 modal has required a fair amount of custom work to integrate with Service Cloud - which the Solvvy team have really helped out with, mind. v1 was simply a matter of adding a code snippet to an existing form, whereas with v2, we've needed to loop in our Salesforce devs to grant the permissions needed to create cases, plus request a handful of revisions to the Solvvy form to get it working right. We still need to carve out time with their team and ours, to ensure file attachments can be added to cases. But once that's working, v2 will be truly fabulous.
Recommendations to others considering the product
Just do it. If you have a knowledge base and/or customer resources and think that they could be doing a better job of solving inbound email and phone cases, this is fabulous solution for surfacing that content in a non-intrusive way.
What business problems are you solving with the product? What benefits have you realized?
Enablement of customer self-service, to allow customers to find the answers to their questions with minimal effort, while reducing inbound email and phone case volumes. Across two Solvvy instances, we have seen case deflection rates of 8-20%.