Home/New SaaS Software/Solvvy
Updated on: October 16, 2021

What is Solvvy ?

Solvvy

An innovative and effective way to interact with customers
(82 Ratings) Write Review

Solvvy is an intelligent self-service platform that enables users to provide effortless customer experiences. The software helps users to speed up response times and deliver immediate resolutions to keep the customers happy. Users are equipped with advanced technology based on natural language processing to understand the intent of customers. The platform can answer top common questions and collect customer information to take actions like editing orders or cancelling a subscription. One can reduce the support costs and harness the power of artificial intelligence to maximize agent productivity and reduce ticket volume by putting Solvvy AI for customer support on the front lines. Solvvy enables its users to deliver immediate answers with intelligent self-service and direct the customers to the right place at the right time. The software allows users to dig into analytics that goes beyond customer support reporting. Users can easily integrate with their existing CRM and chat providers. It also provides users with tips to curate a knowledge base that is updated and relevant..

Solvvy Features

Solvvy Technical details

Support Online Customer Type Large Enterprises Medium Business Small Business
API NA Location / Phone Number San Mateo, CA / +1 650-477-2420
Deployment SaaS/Web/Cloud Category New SaaS Software

Solvvy Pricing

Pricing ModelFree Trial , Subscription
Standard
Custom

For businesses with fewer than 50000 customer service requests Yearly

Features

  • Intelligent Self-Service Q&A
  • Support for Images in Answers
  • UI Config Manager
  • Coach App (Expert Training)
  • Self-Service Metrics Dashboard
  • Helpdesk/CRM System Integration
  • Email Support
  • Mid-Year Review with CSM

Add-Ons

  • Multi-Language Self-Service
  • Custom Self-Service Workflows
  • Facebook Messenger Integration
  • Shopify Self-Service Order Tracking
  • Add-On Chat Integration
  • Add-On Helpdesk/CRM System Integration
PRO
Custom

For businesses with fewer than 500000 customer service requests Yearly

Features

  • Includes features of Standard plan, plus
  • Multiple Personas
  • Multiple Support Channel Options (web, chat, mobile)
  • KB Gap Identification
  • KB Scorecard and Remediation
  • Integration with Chat Systems
  • Native Mobile Functionality
  • Dedicated Customer Success Manager
  • Onboarding Guidance
  • Annual Business Review
  • Includes features of Add-ons
Enterprise
Custom

For businesses with more than 500000 customer service requests Yearly or complex custom requirements

Features

  • Includes feature of PRO plan, plus
  • Multiple Orgs
  • Non-standard UI Customizations
  • CSAT Surveys
  • Persona-Based Routing
  • Issue Categorization Reports
  • Custom Integrations
  • Multiple Integrations
  • Premium CSM Support
  • Monthly CSM Calls
  • Quarterly Business Reviews
  • Customer Experience Consultations
  • Includes features of Add-ons
Screenshot of the Vendor Pricing Page
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Disclaimer: The pricing details were last updated on 06/12/2019 from the vendor website and may be different from actual. Please confirm with the vendor website before purchasing.

Learn more about Solvvy pricing.

Solvvy FAQs

Solvvy offers the following functionalities:

  • Survey Management
  • Ticket Management
  • Machine Learning
  • Dashboard
  • Natural Language Processing
  • Knowledge Base

Learn more about Solvvy features.

No, Solvvy does not provide API.

Ask the Community View Community

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Solvvy Reviews

OVERALL RATING
4.6
Based on 82 Rating(s)
Rating Distribution
  • 84.1 %
  • 14.6 %
  • 1.2 %
  • 0 %
  • 0 %
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Steven S
Steven SSource : g2crowd.com
(Reviewed on 17 November 2020) "Game changer"

What do you like best?

Solvvy has consistently helped us deliver near-instant self-service resolutions to 40-50% of our incoming support requests. I've hired an intelligent, able team of agents, and now they can spend their time working cases that really need a human eye.

Using the new Workflow builder, we set up an additional self-service experience to handle inquiries related to an app in our portfolio that's being sunset, and the workflow handled just shy of 25,000 requests in a week. My team of six would have been flooded if not for Solvvy.

What do you dislike?

The only downside is that all of our "easy" cases now never hit our support queue! This adds a bit of challenge to on-boarding new agents, as the easy cases used to be a good way to introduce them to the particulars of the apps they'll be supporting. But that hardly qualifies as a "dislike."

What problems are you solving with the product? What benefits have you realized?

We are delivering near-instant solutions to users who might otherwise have waited up to a day for a reply.

We are spending far less to maintain Solvvy than we would to hire additional agents to handle the 40-50% of cases Solvvy grabs.

...more
Jeff D
Jeff DSource : g2crowd.com
(Reviewed on 13 October 2020) "Help Our Customer and Our Team Get Better"

What do you like best?

The ability the Solvvy widget gives customers to self-service with our knowledgebase information immediately has created a lot more case deflection and customer education than I had anticipated. The reporting and coaching tools allow us to see where our gaps are with knowledge management content and our areas for improvement within the Customer Experience.

What do you dislike?

Sometimes there can be multiple answers to a customer's question, and Solvvy only allows you coach to one correct article per question. I would like the ability to surface multiple articles in a search that we determine makes the most sense for our end users.

Recommendations to others considering the product:

It was lightweight and easy to implement. Make sure to ask them lots of questions, and show them what you are working with currently. The team is great about advising and helping with everything and anything you need help with. Their willingness to help and provide the best practices to create the best user experience with our content and development of our system was awesome.

What problems are you solving with the product? What benefits have you realized?

We have seen a larger than expected Self-Service Rate with our customers being given the ability to find answers more than 30% of the time while using the Solvvy widget. Going from zero to 30%+ has been great, but we are seeing the opportunity to go further with the Coaching and Explore tools that show where we are losing our customers in the experience and what we need to create to increase these rates farther than we had expected.

...more
Alan W
Alan WSource : g2crowd.com
(Reviewed on 08 October 2020) "Changed customer service for us"

What do you like best?

The best thing from Solvvy has been the ongoing support and trying to optimize the total experience. Some vendors are glad to take your money and never reach out. Solvvy on the other hand is consistently trying to find ways that we can improve our customer service and ways we can be more efficient. It has been remarkable.

What do you dislike?

Analyzing the customer support questions that come through the modal and coaching the Solvvy algos can be a bit overwhelming. But it looks like changes are being made to address this.

Recommendations to others considering the product:

Would 100% recommend this service if you are on the fence. Very little downs

What problems are you solving with the product? What benefits have you realized?

After a year of Solvvy, we are averaging a 30% self service rate. It's been outstanding to say the least. Clients are able to get answers faster, which enables us to spend more time with the more involved support requests. We've grown consistently over this time, but we have not had to hire additional support staff during this time. I contribute this primarily to Solvvy.

...more
Amanda K
Amanda KSource : g2crowd.com
(Reviewed on 07 October 2020) "An excellent tool for ticket deflection + customer insights"

What do you like best?

We added Solvvy to our tech stack when our company was incredibly small, which allowed us to remain lean on headcount for our CX team, but still effectively handle our inbound volume. By deflecting questions from hitting our inbox before we ever had to have team-embers handle them, we've saved thousands of dollars and hundreds of hours to keep a healthy response time and a smooth customer experience, as well as the added bonus of understanding our knowledge gaps on-site. We no longer have to spend hours of manual time pulling and analyzing inbound data to understand how to better serve customers.

The Solvvy team has been incredible partners, ensuring the best utilization of their platform, and working with us to creatively use their suite of platforms in really effective ways. They've been able to assist with every question we've had, and always go the extra mile to work with us to find a solution.

What do you dislike?

It can take a bit of time if using multiple products from their suite to get everything just as you'd need it, in terms of pulling and understanding the best content for customers to engage with (depending on the widget).

Would love to see an update to their Coach feature, where you can assist in the algorithms to determine the best result, as it's sometimes clunky to use, but is a really effective tool. Any sort of reminder/recaps or a more fluid/efficient way to use the feature would be amazing.

Recommendations to others considering the product:

Be willing to experiment with their different offerings, some of which may feel counterintuitive when engaging with (or trying to not engage with) customers, but can be very effective.

Ensure you have someone on your team that can keep up with the maintenance of the platform - it's not excessive, but to be the most impactful and effective with the tool, finding time to dedicate to manage some parts of it has been, at times, hard to keep up with.

What problems are you solving with the product? What benefits have you realized?

We deflect + resolve tons of inquiries without them ever hitting our inbox, saving our CX team hundreds of hours, and thousands of dollars along the way. This has been vital in keeping our team lean but still incredibly effective, and allows us to understand site content and how effective (or maybe ineffective) it is.

We've also been able to discreetly and effectively message site updates/issues etc. without disrupting the customer's onsite experience, but while still deflecting unnecessary inbounds.

We've also been able to test content engagement as it relates to product questions and conversion, to best understand which details should be surfaced at the right time in order to carry someone through the funnel.

...more
Evan S
Evan SSource : g2crowd.com
(Reviewed on 06 October 2020) "Great tool for driving support deflection"

What do you like best?

Great looking tool, AI presents best answers for our customers

What do you dislike?

Looking for a bit more customization to reflect our brand

What problems are you solving with the product? What benefits have you realized?

Solving the problem of needing more support reps. The benefits are that we can scale while using a tool and not adding an extra level of support to the team.

...more
Erica C
Erica CSource : g2crowd.com
(Reviewed on 06 October 2020) "The Solvvy team cares about YOU"

What do you like best?

The Solvvy team doesn't simply care about making a sale, they care about me, my team, and our clients. They care that our KB is setup in a way that's helpful, and have taken those best practices to build their tool out so that if your KB is setup to succeed, Solvvy will succeed too. The team is patient, understanding, and kind. The tool is extremely easy to implement once you've done your prep work.

What do you dislike?

The cost is much higher than it used to be, however that's understandable considering all of the updated features, products, and reporting Solvvy now offers compared to what was available a few years ago.

Recommendations to others considering the product:

Be ready to put in the work to get your KB into shape, don't shy away from the Solvvy team's feedback, and be in a "continuous improvement" mindset.

What problems are you solving with the product? What benefits have you realized?

We're solving a volume problem - we were receiving 1k tickets a day, and have cut that down by hundreds thanks to Solvvy's self serve toolkit. So we're seeing faster response times (under an hour, down from 2-3 days) and happier clients.

...more
Adam B
Adam BSource : g2crowd.com
(Reviewed on 06 October 2020) "Great solution for self-service solutions"

What do you like best?

The accuracy of finding relevant KB articles. A very simple process to add to our support page and easy to maintain when adding new articles.

What do you dislike?

Menu box not very customizable in the settings menu.

Recommendations to others considering the product:

Keep on adding KB articles and crawl your content from the Solvvy dashboard

What problems are you solving with the product? What benefits have you realized?

With the huge influx of inquiries since the start of the pandemic, Solvvy has been crucial in helping our support team by handling hundreds of tickets.

...more
User in Logistics and Supply Chain
User in Logistics and Supply ChainSource : g2crowd.com
(Reviewed on 23 January 2020) "Good Software"

What do you like best?

It is easy to use and the reporting is very clear cut.

What do you dislike?

Support is only via email but the response time is pretty quick. I just wish there was chat access.

What problems are you solving with the product? What benefits have you realized?

It is great for support deflection.

...more
Justin W
Justin WSource : g2crowd.com
(Reviewed on 12 December 2019) "One of the best solutions to drive Self Service!"

What do you like best?

Solvvy is able to surface the information already listed on your site for customers in a very informative way to help customer's learn where to find answers posted, rather than taking the extra time and energy to reach out which can save on employment resources allowing you to focus on other tasks than repeating what is already available.

What do you dislike?

I would say getting set up is the only challenge, not that it is even very difficult but does require resources to get fully integrated with your own systems - but once up and running, no complaints! (and they are very helpful through this process)

Recommendations to others considering the product:

Get with it and sign on Solvvy, they are a great team and the service they provide is top notch!

What problems are you solving with the product? What benefits have you realized?

Reducing customer interactions regarding topics that are clearly laid out in our FAQ, which also allows our customers to self serve and complete tasks on their own - leading to better customers and reduces contact volume!

...more
Administrator in Internet
Administrator in InternetSource : g2crowd.com
(Reviewed on 11 December 2019) "Very Successful Self-Service Tool"

What do you like best?

It learns! It does a wonderful job of learning over time and improving.

What do you dislike?

I wish more of the customization was in my hands.

Recommendations to others considering the product:

You need a solid Help Center before you can really leverage it.

What problems are you solving with the product? What benefits have you realized?

We are helping customers help themselves!

...more
Read All Reviews

Videos on Solvvy

Solvvy Overview
Solvvy Overview
Solvvy for Salesforce Video
Solvvy Product Demo Video
Solvvy Resolve

Solvvy Screenshots

Solvvy : Dashboard screenshot
Solvvy : Dashboard screenshot
Solvvy : Dashboard screenshot

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