What do you like best?
Probably the predictive CSAT indicator that's visible to CSRs & Supervisors throughout chat conversations. This is a tough question, because there are many great features.
What do you dislike?
This is another tough one. If I have to list something here, perhaps the mild learning cover our CSRs have to go through in order to get used to it & gain the full value from it.
Recommendations to others considering the product:
Robert Karpinski, a Developer with Augment, is fantastic!
What problems are you solving with the product? What benefits have you realized?
The greatest thing is that it's helped us lift our CSAT scores & maintain them at a new, all-time high. We had worked extremely hard at this without Augment through sheer coaching, training, & our other best practices. We had basically plateaued there. Then, we added Augment & it helped us lift our scores another few points to an all-time high. These gains came mostly from helping lift our bottom performers to get score closer to our top performers. We've maintained at this level with Augment ever since.
