Irving Oil, a company aiming to become the epitome of excellence in customer support, had a specific need for a screen recording tool. However, Amazon Connect, the platform they were using, did not offer this feature. Recognizing the importance of a scalable voice solution and comprehensive visibility across omni-channel support channels, the EVP of Support turned to MaestroQA and Salesforce, seeking a best-of-breed solution that would propel their customer support to new heights.
With phone and email support in place and potential chat support expansion plans, Irving Oil recognized the significance of capturing the Voice of the Customer and leveraging feedback. They firmly believed in utilizing this feedback to develop an industry-leading support model. To achieve their ambitious goal, they required a robust quality tool to pinpoint areas for improvement and empower agents to deliver exceptional service.