Ray F.
Powerful tools but understaffed implementation team
I run a marketing Agency for Healthcare providers and I felt Conversionly tools would be great way to implement winning processes and allow us to provide the best winning services for our clients and their patients ( Many 65+) When I signed up with Conversionly I wanted to leverage their templates and expert team to implement their processes. I didn't have the dream implementation but I appreciate their processes. Let me better explain my experience. Onboarding: When setting up your campaign for a call center there were custom tools implemented that help with the performance of the agent. I had their team go to implement their tools but the setup was poorly implemented and I didn't find the team very helpful. Months later the backend provider updated their system which did not work with the way Conversionly designed their tools which caused our backend to crash leaving our team unable to log in and manage our accounts. Conversionly team was quite responsive in identifying can correcting the issue, which was appreciated. Conversionly was proud in the quality of their call center agents. It took me months before I thought we were ready to hire but when I did I found that the agents available were not trained in Conversionly system and not located in Central or South America, as was the impression I had on our sales calls. The Filipino Tagalog accent and lack of understanding of Conversionly system made our agent not be as useful as we had hoped. Training portal has a lot of recorded training but I found it difficult to follow and implement based on what was provided if you are looking to implement a specific bit of their system. For example there are systems available that allow you create a call center if you run an agency. Finding and implementing the correct training on where to start is tricky and for me was a bit unclear. I raised a ticket to get help, they logged in, looked around but never engaged or asked questions. I have the impression that their team is understaffed and overwhelmed. That being said, because of Conversionly we were able to implement systems into our agency that allowed us to add services that we would never have had imagined being able to add. They are trustworthy and certainly worth the investment. Just make sure to use their ticketing system and be close with your account manager and implementation tea. If you do that you should minimize downtime and maximize growth.