In-gage – AI Quality Assurance, Surveys & Case Categorisation

Excellent Quality Assurance Software

InGage has been a very valuable tool for us. When we first implemented our QA program, it was all very manual, with separate hosted documents, spreadsheets, etc. Nothing was integrated. But with InGage (especially integrated with SalesForce), it makes our full QA process truly possible and something we can really track, see progress within, and expand for our team and hopefully other teams in the future. We were able to innovate our overall process, grading system, criteria, and increase our productivity. Being able to run reports on the different question sets, question sections, and individual criteria is fantastic. This allows us by department, team, and individual to see trends of where issues are most common so we can target corrective and preventative action. Coaching forms are also helping us to re-shape our 1-1 meetings and how specialists can see their current progress and goals. Excellent program, and I look forward to seeing what else it can do for us in the future!

Excellent!

In-Gage is a fantastic tool for both our Member Services and QA departments. The in-sights it has given us by far exceeds anything that we had before. NPS used to be but a word before In-Gage came along! We have been able to measure and focus on our customers as well as our agents, reporting on achievements at both contact centre level and higher. The feedback has reached the eyes and ears of our management teams and we have been able to feedback on Marketing and Product, ensuring a full business experience. It's very easy to use and set up. The support you are given from day one is second to none. After sales is fantastic. This is not just an out of the box product. You can customise the work flows as well as the information you would like to view. You can even assign permissions to different profiles resulting in every area of the business being able to view the metrics they want to see, rather than trawling through the things they don't. I would highly recommend this product and company if you are passionate about serving your customers as well as your staff. 100% thumbs up!

Essential!

In-Gage is an incredible and fundamental tool for our organisation! We have been using it for the last few years and we have seen tangible improvements in our Customer Service department. Life changing reports and dashboards that not only allows our Agents to understand but also monitor their performance in one glance. In-gage has allowed us to keep track of key metrics including NPS and FCR, which are an essential part of allowing us to monitor our performance, ensuring that we are delivering a great service to our customers, and providing us with an insight into areas of improvement. With the introduction of the AI and sentiment scoring In-Gage is proving itself to being an invaluable tool to the continued development of our contact centre.

Outstanding

A must-have app for any contact centre. All service metrics and performance stats are available at a glance in a convenient and super easy-to-use dashboard embedded right into our CRM, just a click away and without the need to access yet another system. Dashboards are personalised for the different roles in the organisation so agents, team leaders and operations managers get exactly what they need to do their job even better. Actionable insights are delivered in real time so you don’t need to wait till the end of the day or week to address an issue or critical error. The app offers a great level of customisation and is by far one of the greatest investments we’ve made. The In-gage team has managed to accommodate all of our needs and provide bespoke solutions for our complex environment and processes. With loads of useful features and additional ones being developed on a regular basis, it’s hard to imagine the future of our contact centre without In-gage in it.

Must Have App

Moving to In-gage has allowed us to measure, focus and improve all aspects of our customer experience. Having that ability to see instant customer feedback has created an ownership mentality within our service teams. We are now able to provide better 121 coaching sessions based on customer feedback, along with insights into the team/individuals with the monthly employee engagement surveys. All our quality feedback is completed via the app, removing the need for spreadsheet based scoring, with the information feeding back into the agents own personal dashboard and coaching records. The reporting that comes as standard with the app is really informative and easy to use. The support and knowledge that In-gage have provided us has allowed us to grow and develop our NPS culture pushing towards a +50 NPS score, in-turn it has increased our ROI and persistency results. Highly recommend app and company

Absolute must for any customer facing business interested in gaining actionable insights

We've been using In-Gage for a few months now and can't recommend it enough. Finally an easy to use tool that can help us tie together (a) day to day customer service operational metrics, (b) crucial customer sentiment data (eg. NPS & Loyalty), and (c) most importantly, the resulting financial impact to the business. We can now derive valuable, holistic and actionable insights from this service data and articulate the financial value across the business (crucial for senior stakeholder management). It also allows us to present a clearer business case for any tech improvements that we may need, thus helping with the prioritisation process. From an operational perspective, our service team managers now have a tool which enables them to monitor both (a) hard performance metrics, and (b) softer "people/ behavioural" data. Can't recommend it enough!

Giving us actionable insights to deliver real improvements

We've been using In-Gage app as part of our Salesforce setup for the last few months and it's helped us drive and NPS improvement by 30 - 40%. We map back our project initiatives to the NPS score and we're able to see the impact of what we are doing very clearly. We can track each kpi in the chain too, so if we want to drive FCR because it improves NPS we can follow that in In-Gage. We've also been able to track and understand the employee satisfaction that is an essential part of delivering a great service to customers and gather anonymous feedback that is great for the development and training of managers.