cresta manager suite

tools for stickiness

a large part of the success of the product and the company would come down to the stickiness of cresta’s products and the value it gives to the entire organization. while the chat agent brought a lot of value to the sales agents, their managers and sales coaches were not getting much value in our product. we decided to develop a suite of products for the managers and coaches including workflows for them to coach the agents, review their metrics and sales as well as update the team’s recommended responses.

conversations and coaching

for the managers, one of the biggest pieces of their workflow we wanted to capture was the coaching workflow. previously they were copying the transcript and pasting it into a email to the agent with annotations. we wanted to create a ui experience for this for two reasons. one was to help make the product stickier and the other was by capturing this data, we could use it to help train and improve our ai models

team shared responses

one of the ways sales teams get updates from their managers are by the updates to the team’s shared responses. these are hotkey shortcuts to the most commonly used phrases in the sales call flow. managers use these to push new pricing, discounts and sales techniques and rely on them to keep the agents up to date. we wanted to build a workflow for this to help the managers easily add, delete and edit these responses and send them to the agents.